_{05th September, 2025}

About the Role
ESP Global Services is a leading provider of enterprise IT services, specializing in managed services, infrastructure engineering, and global field support. We are seeking an experienced IT Operations Support Officer to deliver onsite IT support and operational management at JFK International Airport-Terminal 4.

This role ensures the smooth operation of IT systems, resolving escalated technical issues, and supporting end users in alignment with service level agreements (SLAs). Responsibilities include hands-on desktop support, troubleshooting hardware/software/network issues, and coordinating with internal teams and third-party vendors.

What will you do?:

Operational Support

• Provide Level II technical support and serve as an escalation point for complex issues.
• Maintain accurate incident documentation and resolution tracking.
• Utilize remote tools and diagnostic utilities for troubleshooting.
• Perform onsite hardware repairs and peripheral installations.
• Maintain IT asset inventory and ensure proper tracking.
• Develop user support materials (e.g., FAQs, cheat sheets).
• Promote adherence to IT policies, cybersecurity standards, and SLAs.
• Contribute to continuous improvement initiatives.

System & Software Deployment

• Install, configure, and troubleshoot operating systems (Windows/macOS) and applications.
• Deploy antivirus software and manage updates.
• Support software rollouts and change management processes.
• Assist with onboarding/offboarding IT setup.

Application & Access Management

• Manage user accounts and permissions in Active Directory and Microsoft 365.
• Support VPN and secure remote access tools.
• Provide application support for terminal, safety, security, and business systems.

What will you bring to ESP?

• 2–3 years of experience in desktop or Level II support.
• Familiarity with ITIL practices.
• CompTIA A+ and Network+ certifications.
• Proficiency in Windows OS, Microsoft 365, and basic networking.
• Strong troubleshooting skills and hardware knowledge.
• Excellent communication and customer service skills.

Preferred

• Microsoft certifications.
• Experience with ITSM tools (e.g., ServiceNow).
• Exposure to business application support and vendor coordination.

Physical Requirements:

• Able to lift or push 20–50 pounds of equipment if needed.
• Able to stand or kneel for extended periods of time.
• Able to use mechanical tools.

If you are….
Motivated beyond sales achievement and looking for an environment that enables you to achieve your personal, career, financial and recognition goals, and your sense of accomplishment is achieving a truly valued brand, we want to hear from you.

Salary:
We offer a competitive range based upon suitability and experience.

Benefits:

• Medical Insurance, Vision & Dental plans
• PTO time
• Perkbox discounts
• Commuter Program

Personal & Professional Development
Within a learning and development culture, we offer unlimited access to a wealth of professional and personal training so that you may develop your career. We will guide all employees to both specific technologies and client environment training and compliment with recommended learning journeys via our L&D system, that cater to helping you reach career goals or objectives — whether you want to become a knowledge expert in your field or apply your skills to another division.

Diversity, Inclusion & Belonging
We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse backgrounds are valued and succeed here.

Who are we:
ESP Global Services has been providing customized 24/7 Global IT support solutions since 1992, expertly managed by a dedicated service delivery team, we offer day-to-day support via teams of on-site engineers or responsive visiting engineers, and multi-lingual service desk coordination that’s manages over 1,000+ tickets a day for more than 300+ customers.

Our ability to deliver customer-centric, targeted, and tailored IT support solutions is a natural fit for the complex needs of the fast-paced and evolving aviation industry. We developed technology-based solutions to address the high emphasis on meeting extremely short service levels spread across large campus areas with strict security controls. Supporting equipment for airports and airlines in many locations worldwide, has led to an IT support approach that applies equally to any global business with multiple international locations, wide campuses, and demanding security requirements. Plus, our spares, repairs, and logistics service enables us to deliver intelligent end-to-end IT hardware lifecycle management anywhere in the world.

We are a global community of exceptional people passionately working together with one shared vision. We uphold the highest standards of ethics, compliance, and security. We are fully ITIL-aligned and ISO-accredited for Environment, Information Security, Business Continuity, IT Service Management, and Occupational Health and Safety, and have privacy built by design into all our systems.

Our vision and ethos have stood the test of time, and we aim to exceed expectation and delight customers every time and our values are integral to the way we work together.
Join a team that prioritizes excellence—our ISO 9001 certification reflects our commitment to quality and superior customer service

ESP Global Services is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state, or local laws.

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