Technology Support Executive

About Air India SATS Airport Services Private Limited (AISATS)

AISATS is a joint venture between Air India Limited (part of the TATA Group) and SATS Ltd., renowned for its extensive ground handling services in India. The company excels in passenger and baggage handling, ramp services, aircraft cleaning, load control, flight operations, and diverse cargo handling including perishables and express shipments. With a strong team-based culture, AISATS emphasizes exceptional service delivery and customer satisfaction.

Role Overview

The Technology Support Executive will oversee the centralized IT helpdesk operations, delivering Level 1 remote technical assistance while coordinating IT activities across multiple locations. This position is key to ensuring timely ticket management, SLA adherence, dashboard updates, and seamless communication between central IT units and station-specific technical leads.

Core Responsibilities

• Operate and manage the centralized IT helpdesk as the initial point for IT support requests.
• Monitor and document all incoming issues and service requests through approved channels such as phone, email, chat, and ticket systems.
• Deliver first-level remote technical aid for desktops, laptops, printers, Microsoft 365, connectivity, and enterprise applications, resolving issues or escalating as required.
• Assign tickets to relevant station technical SPOCs considering location, urgency, and type of problem, while ensuring timely updates and prioritize in line with operational SLAs.
• Follow-up persistently on open tickets, validate closures, oversee SLA compliance, and alert management about delays or recurring issues.
• Maintain and update dashboards reflecting ticket statuses, SLA performance, and station-wise support metrics; generate management reports on ticketing trends and escalations.
• Centralize management of IT purchase requisitions and invoice tracking, coordinating with station SPOCs, procurement, finance, and vendors to ensure accurate documentation and budget adherence.
• Facilitate clear, timely communication and coordination among corporate IT teams, station SPOCs, and other stakeholders across multiple locations.

Qualifications & Skills

• Bachelor’s or diploma in Computer Science, IT, Electronics, or relevant field; equivalent practical experience also considered.
• Fundamental knowledge of IT infrastructure, end-user computing, networking basics, and enterprise software.
• Experience handling helpdesk systems, managing tickets, SLAs, and IT service requests.
• Proficiency with Windows OS, Microsoft 365 products (Outlook, Teams, OneDrive), and remote troubleshooting tools.
• Ability to utilize Excel and dashboard/reporting platforms like Power BI for data monitoring and presentation.
• Familiarity with procurement processes, invoice management, and budget tracking viewed as advantageous.
• Certifications such as ITIL Foundation or Microsoft helpdesk credentials are preferable but not essential.

Key Personal Attributes

• Excellent coordination, communication, and customer service skills.
• Strong capability to prioritize workloads and manage multiple tickets within SLA constraints.
• Detail-oriented attitude ensuring accuracy in ticket logs, dashboard inputs, and financial documentation.
• Responsible, proactive approach, taking ownership of resolution paths.
• Ability to collaborate effectively with diverse teams including vendors and finance units.
• Adaptability to dynamic, multi-location operations and flexible working conditions.

Work Environment

This role operates in a centralized support capacity within an expansive, multi-station environment. Key responsibilities include remote Level 1 technical assistance, ticket lifecycle management, SLA monitoring, reporting, procurement coordination, and invoice tracking. Interaction spans end users, station teams, vendors, and internal departments, sometimes requiring extended or shift-based hours depending on business urgencies.