What are the responsibilities and job description for the Desktop Support Technician - CLT Airport position at ESP Global Services?
Brief Description
About the Job:
We are seeking a hands-on Desktop Support Technician (7 months contract) to support Layer 1 (L1) physical network operations in data center and network closet environments. This role focuses on racking, cabling, hardware turn-up, and on-site execution of network deployments. The ideal candidate is comfortable working independently, follows detailed deployment plans, and understands the importance of precision at the physical layer.
This is not a network engineering or configuration role. Success in this position comes from strong physical infrastructure skills, attention to detail, and knowing when to escalate to L2/L3 teams.
What will you do?
What will you bring to ESP?
Motivated to develop your career in IT support, supported by a strong learning and development culture, you are passionate about delivering service excellence and like the variety of end-user environments we should connect and explore.
What We Will Offer
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 complement with recommended learning journeys via our L&D system, which caters 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.
Salary
We offer a competitive range based on suitability or experience.
Benefits
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 200 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 expectations and delight customers every time. Our values are integral to the way we work together.
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.
About the Job:
We are seeking a hands-on Desktop Support Technician (7 months contract) to support Layer 1 (L1) physical network operations in data center and network closet environments. This role focuses on racking, cabling, hardware turn-up, and on-site execution of network deployments. The ideal candidate is comfortable working independently, follows detailed deployment plans, and understands the importance of precision at the physical layer.
This is not a network engineering or configuration role. Success in this position comes from strong physical infrastructure skills, attention to detail, and knowing when to escalate to L2/L3 teams.
What will you do?
- Provide in-person, phone, remote, and email support to users of supported departments.
- Keep the ticketing system up to date with the status off all support requests.
- Keep inventory system up to date with all deployed computing asset information.
- Research, recommend, and order software and hardware requested by departments.
- Create and provision user accounts, email accounts, and necessary access for user staff.
- Provides support to end users in problem resolution for both Windows and Apple systems.
- Guides end users through troubleshooting procedures.
- Performs upgrades to hardware and software.
- Supports printing and other peripheral computing devices.
- Performs set-up, installation, and configuration of desktop hardware and software in compliance with internal controls, policies, and standards.
- Participates in the identity and access management of various systems.
- Rack and stack network switches, routers, firewalls, and supporting hardware
- Perform structured cable management including labelling, dressing, and patching
- Off-hours availability: Comfortable working evenings, nights, or weekends for maintenance windows and deployments
- Physically capable: Able to lift and maneuverer equipment, work in tight spaces, and stand or crouch for extended periods
- Team-aware mindset: Understands when to escalate issues and how to communicate clean handoffs
- Detail-oriented: Recognizes that physical layer accuracy is critical to network stability and uptime
- This is a 40-hour week, which may vary to accommodate 5 days x 8-hour coverage from 9:00pm to 6:00am or 7:00am to 7pm rotational schedule.
What will you bring to ESP?
- 1 - 3 years of experience providing Helpdesk/Desktop Support or Field Services, which includes troubleshooting hardware, software, connectivity, and operating system issues
- 1 - 3 years of experience with current Microsoft Windows Desktop software
- 1 - 3 years of experience support - DSS, Multiple Workstation OS (Windows, Mac), Multiple Mobile OS (Android, iOS), Networking, Printing Services, etc.
- 1 year experience performing hands-on data centre or network physical work
- Familiarity with racking, cabling standards, and physical network infrastructure
- Basic understanding of networking concepts at a high level (L1 fundamentals)
- Ability to follow written procedures, diagrams, and deployment documentation
- Able to communicate cross functions
- Experience with enterprise hardware such as Cisco, Juniper, Arista, or similar vendors
- Familiarity with ticketing or change management tools (e.g., ServiceNow)
- Basic awareness of Layer 2 concepts (ports, VLANs) for context only
- Ability to read rack elevations, patch panels, and structured cabling diagrams
- 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. (Screwdrivers, wrenches, pliers, hammers & drills)
Motivated to develop your career in IT support, supported by a strong learning and development culture, you are passionate about delivering service excellence and like the variety of end-user environments we should connect and explore.
What We Will Offer
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 complement with recommended learning journeys via our L&D system, which caters 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.
Salary
We offer a competitive range based on suitability or experience.
Benefits
- Medical Insurance, Vision & Dental plans
- On-site Paid Parking
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 200 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 expectations and delight customers every time. Our values are integral to the way we work together.
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.