Technology Support Specialist - Airport Lounges - Airport Dimensions

Collinson Group is a global leader in driving loyalty and engagement for many of the world’s largest companies. Predominantly through the provision of travel related benefits within a market leading digital travel ecosystem. The group offers a unique blend of industry and sector specialists who together provide market-leading experience in delivering products and services across four core capabilities: Loyalty, Lifestyle Benefits and Insurance.

The group provides unrivalled insight and expertise around affluent consumers and frequent travelers, creating and delivering products and services now accessible to over 400m end consumers.

We have more than 25 years’ experience, with 28 global locations, servicing over 800 clients in 170 countries, employing 1,800 people.

We have been bringing innovation to the market since inception – from launching the first independent global VIP lounge access Programme, Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences.

Key clients include: Visa, Mastercard, American Express, Cathay Pacific, British Airways, LATAM, Flying Blue, Accor, EasyJet, HSBC, Chase, HDFC.

Our mission is focused on doing good beyond profit, which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work.

Never short of ambition, the success of our business is delivered through the diverse and talented team of over 1,800 colleagues globally.

What does a Technology Support Specialist - Airport Lounges do? 

The Technology Support Specialist will be responsible for the support, maintenance, and enhancement of technology platforms used in airport lounges as well as assisting with deployments and upgrades. This role involves troubleshooting, repairing, and ensuring the smooth functioning of lounge technologies, including customer-facing systems, network connectivity, and operational tools. Additionally, the role will support the setup, configuration, and installation of new lounges, collaborating closely with cross-functional teams to ensure technical readiness and compliance with operational standards. Role serves as a technology subject matter expert on in-lounge technology and systems.

What You'll Do:

Key Overall Responsibilities

• Ensure the delivery of global technology operations and support strategy for Airport Dimensions that enables rapid expansion in the next 18 months and underpins the growth strategy for the business
• Oversee matters relating to service delivery, including incident, change, problem and demand management and efficiently deliver the technical components of business change and client engagements that meet the quality expectations within the allocated time and budget.
• Supports EUC, Infrastructure/Platforms (SaaS, IaaS, PaaS), Network and Telephony across Azure, AWS, on-premise.
• Partner with wider IT function and cross-functional teams to address technical requirements for both new and existing lounges, including security, networking, and compliance.
• Evaluate and recommend new Airport Dimensions and Technology Products and Services.

Technical Support & Maintenance

• Experience in developing a service and support delivery model, including software support and ticketing systems.
• Provide day-to-day support for airport lounge technical platforms, ensuring systems are operational and optimized.

• Acts of key point of contact for Collinson IT Service Desk for Security Incident Notification and Resolution.

• Manage network infrastructure using Cisco, Ubiquiti and Aerohive solutions.
• Troubleshoot hardware and software issues on-site and remotely, resolving issues in a timely and effective manner.

• Support desktop computing environments, including:
  • Windows and macOS workstation management
  • Point-of-sale (POS) system support
  • Software installations and updates
• Perform regular maintenance, software updates, and system audits to maintain optimal performance and security.

• Monitor system performance and respond proactively to minimize downtime and service interruptions.
• Implement and maintain network security protocols.
• Document troubleshooting processes, support activities, and resolutions to build a comprehensive knowledge base.

New Lounge Installation

• Plan, coordinate, and execute technical setup of new airport lounges