IT Support Engineer (L2/L3) - Gatwick Airport

Gatwick, England, United Kingdom

6/6/2025

Join a dynamic team providing top-tier IT support in one of the UK's busiest airports!

About The Role

Are you passionate about IT, problem-solving, and delivering excellent customer service? As an IT Engineer at London Gatwick Airport, you'll provide second-line technical support to resolve a wide range of IT issues, escalating complex problems from first-line support. You’ll be the go-to expert for troubleshooting, diagnosing, and efficiently resolving technical challenges while ensuring a seamless experience for our users.

What You'll Do

• Provide desktop support for a variety of devices (laptops, desktops, printers) and troubleshoot both hardware and software issues.
• Install, configure, and troubleshoot computers, peripherals, and basic software applications, ensuring everything runs smoothly.
• Perform Break/Fix support and handle tasks like adding, moving, or changing devices and drivers, all while maintaining security compliance.
• Be the first point of contact for new starters by setting them up with the right equipment and getting them up to speed.
• Conduct preventative maintenance on desktops/laptops and maintain smooth operations during office relocations and PC refreshes.
• Handle service tickets efficiently using ESP’s ticketing system and ensure timely resolution of escalated issues.
• Collaborate with your team to monitor and achieve service level goals and ensure top-tier service for our users.
• Work closely with other teams and escalate issues when required, providing seamless support to ensure smooth operations at the airport.
• Ensure high standards of customer service and professionalism, whether you're troubleshooting a simple issue or providing comprehensive support.
  
  

What We're Looking For:

• Technical expertise in Windows 10, Office 365, SCCM/MECM, MS Defender, Bitlocker, and knowledge of ServiceNow or similar ITSM tools.
• A solid understanding of Active Directory, Mobile Device Management, and basic knowledge of Crowdstrike or Qualys.
• Experience with vulnerability management and the ability to independently research and resolve issues in operating systems and applications.
• Strong foundation in desktop support, enterprise LAN/WAN setups, and familiarity with networking concepts like TCP/IP, DNS, DHCP, VPN, and RDP.
• Ability to work with and troubleshoot anti-virus software, including Anti-spyware and anti-malware tools.
• Comfortable lifting/moving 20-40 kg of equipment and working in a hands-on environment.
• Must have 5 years of UK working history (to meet airside access requirements) and be open to a 24-month fixed-term contract.
  
  

Why ESP Global Services?

• Competitive salary + benefits package, including holiday leave, pension, and life insurance.
• Enjoy discounts and exclusive offers through Perkbox.
• Be part of a company with a long-standing reputation for excellence - ISO 9001 certified for quality.
• Work with a dedicated team that values expertise, growth, and professional development.
• Join a global leader in 24/7 IT support, delivering exceptional service to over 200 customers worldwide.
  
  

Physical Requirements:

• Ability to lift or push 20-40 kg of equipment when needed.
• Comfortable standing or kneeling for extended periods.
• Use of mechanical tools for hands-on tasks.
  
  

About Us:

At ESP Global Services, we've been providing world-class IT support solutions since 1992. We’re a trusted partner to businesses worldwide, delivering customized support with a focus on excellence and quality. As a proud equal opportunity employer, we are committed to creating a diverse and inclusive workplace.

ESP Global Services is an equal opportunity employer.