IT Operations Service Specialist

Overview

With over 1,400 employees and over 2,700 airports in over 175 countries, ADB SAFEGATE is dedicated to making air travel safe, efficient, and environmentally friendly. With our innovative Airside 4.0® solutions, we help turning airports into smart airports, with the ultimate goal of enhancing the passenger experience. ADB SAFEGATE’s functional teams are integral to powering innovation and ensuring operational excellence across the organization.

The Service Specialist – IT Operations is responsible for ensuring the smooth and efficient functioning of IT systems and services within the organization. This role focuses on providing high-quality technical support, maintaining system uptime, and ensuring the resolution of IT-related issues to enhance user experience and business continuity. The Service Specialist will also assist with system monitoring, process improvements, and collaboration with cross-functional teams to support the organization’s IT operations.

• Technical Support:
  • Provide first-line support for IT-related issues, including hardware, software, network, and system troubleshooting.
  • Respond to and resolve incidents and service requests in a timely and efficient manner.
  • Act as a point of escalation for more complex technical issues, collaborating with senior IT teams when necessary
• System Monitoring and Maintenance:
  • Monitor IT systems and applications to ensure performance and availability.
  • Perform routine maintenance tasks, including updates, patches, and backups, to maintain system integrity.
  • Identify and address potential system vulnerabilities and inefficiencies.
• Service Management:
  • Utilize IT service management tools to log, track, and document incidents, service requests, and resolutions.
  • Ensure adherence to service level agreements (SLAs) and organizational standards.
  • Contribute to the development and maintenance of IT support documentation and knowledge bases.
• Process Improvement:
  • Analyze recurring issues and recommend process improvements to enhance IT service delivery.
  • Collaborate with IT operations teams to implement automation and streamline workflows.
• Collaboration and User Training:
  • Work closely with cross-functional teams to understand their IT needs and provide solutions.
  • Deliver training and guidance to users on IT tools, systems, and best practices.
• Project Support:
  • Participate in IT projects, including system upgrades, migrations, and new technology implementations.
  • Provide technical expertise and support during project rollouts.

• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• Proven experience in IT support or IT operations roles.
• Familiarity with IT service management tools and processes (e.g., ITIL framework)
• Hands-on experience with troubleshooting hardware, software, and network issues.
• Proficiency with operating systems (Windows, Linux, macOS) and common office applications.
• Knowledge of network protocols, cloud services, and virtualization technologies.
• Basic understanding of cybersecurity principles and practices.
• Fluency in English required.
• Ability to work independently and collaboratively in a fast-paced environment.
• Strong customer service orientation and interpersonal skills.
• Certification in MS 365 is a plus.

• A dynamic and challenging environment that encourages growth and learning.
• Opportunities to shape the future of our industry and make a significant impact on our company's business.
• A collaborative culture that values innovation, integrity, and inclusivity.

ADB SAFEGATE is an equal opportunity employer. ADB SAFEGATE does not discriminate against any employee or applicant for employment because of characteristics protected by law, including but not limited to race, color, age, creed, religion, national origin, ancestry, sex, sexual orientation, marital status, veteran status, or disability. If you need assistance or reasonable accommodation in completing this application or during the interview, please contact our Human Resources Department.