Specialist/Engineer Service Operations

Overview

In this role you ensure reliable radio and cellular service at Heathrow, supporting mission-critical RFoF DAS and subscriber devices. You will troubleshoot, maintain, and install equipment, coordinating with on-site and resolver teams to meet SLAs. The role blends hands-on engineering with customer-focused service delivery in a high-stakes airport environment. You’ll work closely with cross-functional teams to uphold safety, quality, and operational readiness. This is a hands-on opportunity to impact airport communications at scale.

Pay / Benefits

• Flex Day
• Employee Wellbeing – EAP for you and dependents
• Champion Health – wellbeing platform
• LinkedIn Learning training
• Competitive benefits
• inclusive workplace

Responsibilities

• Provide support and maintenance for radio system infrastructure and subscriber devices (PMR, DMR & TETRA)
• Support RFoF DAS infrastructure and related IT equipment
• Act as point of contact for customer support, resolving incidents and service requests per SLAs
• Conduct local fault investigations, perform hardware repairs/replacements, coordinate with resolver groups
• Collaborate with on-site interventions based on monitoring alerts or service desk tickets
• Assist in coordination of customer communications during interventions and keep stakeholders informed
• Deploy and configure equipment per customer requirements and ensure readiness before handover
• Maintain and replenish forward spare inventory and escalate delays
• Perform site surveys for new installations (system, antenna, subscriber devices)
• Support the integration and operational readiness of new products and services
• Contribute to system documentation and routine customer reporting
• Ensure activities comply with SITA processes, quality standards, and safety protocols

Key requirements

• Minimum 2 years of hands-on technical support in radio communication systems and/or antenna/RF distribution (PMR/DMR/TETRA)
• Strong troubleshooting skills in radio system infrastructure and antenna systems
• Familiarity with IP Networking
• Experience with installation and configuration of radio system infrastructure and radio subscriber devices
• Working knowledge of Microsoft Office tools
• Understanding of ITIL-based service management processes
• Ability to work independently and coordinate with diverse teams
• Excellent communication skills and a customer-first mindset
• Must be able to obtain a Heathrow Airport security pass

• customer-first mindset
• independence
• cross-functional collaboration
• radio system infrastructure
• antenna systems
• PMR/DMR/TETRA

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