Job Title

Product Support Engineer - Manchester

Are you an experienced Product Support Engineer based in Manchester ready to make an impact in the field of advanced touchpoint systems?

At Vision-Box, we are looking for someone to join our Level 2 Support Team, where you will be key in ensuring smooth operations, providing expert-level troubleshooting, and supporting the maintenance of cutting-edge systems. This is your chance to be part of a global leader in biometric systems and automated solutions and make a lasting difference.

Who We Are:Leaders in advanced biometric technology with a global presence, transforming the world of seamless and secure travel.A diverse, international team, combining deep expertise and cutting-edge innovation to improve touchpoint systems worldwide.Continuously evolving, pushing the boundaries of technology to enhance the traveler experience.

Our Mission:Provide innovative biometric solutions that ensure security, convenience, and efficiency for travelers.Deliver exceptional maintenance and support to touchpoint systems across the globe.Maintain high standards of service quality, ensuring the continued operation of key infrastructure and supporting both customers and the internal team.

Now, let’s talk about you!

As a member of our Level 2 Support Team, you will focus on maintaining touchpoint systems by providing onsite physical interventions, supporting system installations, and resolving complex incidents. You'll work closely with both internal teams and customers to ensure optimal performance, while ensuring compliance with Health & Safety and information security policies.

Your day-to-day responsibilities:Incident Resolution: Investigate, diagnose, and resolve hardware/software faults and perform repairs on complex components such as doors, barcode scanners, and periscope systems.Preventative Maintenance: Undertake in-depth preventative maintenance for systems, ensuring uptime and system reliability.System Rollouts: Support the setup, testing, and configuration of new systems, ensuring everything is installed and functioning correctly.Software & Hardware Upgrades: Deploy firmware, software, and hardware upgrades at touchpoint level, ensuring compliance with licensing requirements.Customer Liaison: Communicate with customers onsite or remotely, escalating issues when needed, and identifying opportunities for improving service.Knowledge Sharing: Develop and maintain knowledge base articles for system deployment, support, and maintenance.Compliance & Safety: Ensure compliance with company policies, including Health and Safety, ISO certifications, and information security standards.

What we're seeking:Educational Background: Graduation from a technical college in computer science, information technology, or a related field.Professional Experience: Experience in a similar role with a focus on troubleshooting and supporting complex systems.Technical Proficiency: Experience with Windows Operating Systems, electromechanical systems, and hardware/software diagnostics.Problem-Solving Skills: Ability to identify, troubleshoot, and resolve complex technical issues.International Experience: Comfortable working in an international environment with a strong service-oriented mindset.Additional Skills: ITIL service experience, a driving license, geographical mobility, and ability to clear UK Government Security Clearance (SC).

 

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Diversity & Inclusion

Amadeus aspires to be a leader in Diversity, Equity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience.  

Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.