Technical Systems Support Engineer

About ADB SAFEGATE

ADB SAFEGATE is a global airport technology company with more than 100 years of engineering experience. The company helps airports, airlines and air navigation service providers improve safety, efficiency, sustainability and operational performance from aircraft approach through departure. Its integrated portfolio covers airfield lighting and control systems, intelligent gate and docking solutions, apron operations, tower and air traffic control systems, weather and digital airport solutions, as well as lifecycle, training and project services. With solutions supporting more than 3,000 airports worldwide, ADB SAFEGATE is recognized as an established global provider of integrated airside technology and continues to invest in innovation, digitalization and smarter airport operations.

Department

India Service Desk

Reports to

Service Desk Team Lead

Experience

2-3 years preferred; capable graduates with relevant training may be considered

Work model

Office-based, 24x7 operations with rotational shifts, including night shifts, weekends and public holidays; two rotational weekly days off

Role Purpose

Provide first- and second-level technical and operational support for business-critical systems, applications and Software as a Service (SaaS) solution at ADB SAFEGATE. The engineer supports a generally low-volume customer environment through tickets, calls, chats and emails in a 24x7 global model covering Europe, Asia Pacific and the Americas. The role includes monitoring application availability, performance, alerts and service health; performing approved initial troubleshooting using knowledge articles and procedures; maintaining complete and accurate tickets; and escalating unresolved issues with clear technical evidence.

Key Responsibilities

Incident and Ticket Management

• Monitor support queues and acknowledge incidents within agreed service levels.
• Create, categorize, prioritize, assign and update tickets in Jira or the approved IT service management tool.
• Assess impact and urgency, follow escalation timelines and recognize potential major incidents.
• Maintain ownership until resolution or formal acceptance by the receiving support team.
• Record troubleshooting, evidence, customer updates and handover details accurately.
• Handle P1, P2 and P3 incidents based on impact and urgency, ensuring timely escalation, clear communication, accurate documentation and ownership through resolution or formal handover.

Technical Support and Initial Troubleshooting

• Perform approved basic checks across Windows, Linux, applications, networks and user access.
• Collect accurate error messages, screenshots, timestamps, relevant logs and reproduction steps.
• Follow knowledge articles, standard operating procedures and runbooks without exceeding authorized access.
• Validate service restoration and obtain appropriate confirmation before closure.
• Escalate unresolved or out-of-scope issues with a complete investigation summary.

Monitoring and Shift Operations

• Monitor application, infrastructure and service-health dashboards.
• Review alerts, check whether they are genuine, repeated or already under investigation, and act according to documented procedures.
• Perform scheduled health checks, queue monitoring and operational reporting.
• Complete clear shift handovers covering critical incidents, pending tickets, alerts and follow-up actions.

Customer and Stakeholder Communication

• Act as a professional first point of contact for ADB SAFEGATE customers through tickets, calls, chats and emails.
• Handle a generally low volume of customer contacts, mainly during European and other supported time zones, while remaining ready to respond promptly when demand increases.
• Provide clear, timely and business-friendly status updates.
• Communicate outages, workarounds, escalations and resolution status without unsupported commitments.
• Remain calm, respectful and customer-focused during urgent incidents.

Documentation and Improvement

• Create and update knowledge articles, troubleshooting notes and support documentation.
• Identify recurring issues and share observations for problem-management review.
• Participate in ticket-quality reviews, training and process-improvement activities.