Associate Product Support Engineer Heathrow 12 Month Contract 170 p/d Inside IR35Are you early in your IT or engineering career and ready to support technology that passengers rely on every day? This Associate Product Support Engineer contract puts you at the centre of passenger self-service at Heathrow, supporting airlines and airports around the world.You''ll support auto bag drop units, check-in kiosks, biometric pods and automated boarding gates, along with the cloud and network infrastructure and software behind them, from touchless bag tagging to on- and off-airport check-in.It''s a shift-based role on a rostered pattern covering all 365 days of the year, working either days (09:00 - 17:30) or nights (23:00 - 07:30), and mixing remote diagnosis with hands-on work on the equipment itself.What You''ll Be DoingTaking calls from passenger-facing agents and airline or airport helpdesks, owning each incident from first contact to resolution within SLATriaging incidents and proactive alerts from monitoring tools, investigating root cause with remote access tools, Kibana and log analysisEscalating issues beyond the team''s scope to higher-level support groups or third parties, and keeping customers updated throughoutSpotting recurring problems, linking incidents to problem records and passing clear evidence to RandD teamsCreating support documentation, helping onboard new customers and delivering training to customers and colleaguesAttending site for scheduled maintenance and ..... full job details .....