Field Service Engineer

Job Description

*As the Field Service Engineer, you will provide field operations support to both internal and external customers. You will be accountable for the maintenance of all internal and external customer IT equipment and services. Reporting to the Lead Engineer Field Ops, you will be a part of the Airport Operations team responsible for passenger check-ins via CUTE or CUSS or Web, or the Airlines operation itself.The world is changing. Are you ready to define with future of travel with us What you will doProvide field operations support to internal and external customers in accordance with the terms of the customer contract and Service Level Agreements (SLAs). To ensure the correct functioning and maintenance of all internal and external customer IT equipment and services. Perform onsite interventions because of a Service Desk request as soon as possible and within the terms of the customer contract and SLAs. When required act as the customer SPOC and co-ordinate the scheduling of the onsite intervention with Customers internal resolver groups and the Service Desk ensuring the highest level of customer services and communications are maintained to resolve the fault and incident within the prescribed SLA. Carry out local repairs of faulty equipment and services to the highest standards and co-ordinate the resolution with the appropriate resolver group. Ensure shortest possible repair cycle by initiating the timely return of faulty SITA and Customer equipment according to the customer maintenance contract and SLAs and monitoring closely the replacement of faulty items and spares. Manage the replacement of faulty equipment using spares and ensuring the timely replenishment the spare according to prescribed availability and sparing policy. Carry out site surveys for new customer premises for preparation for new product and services installation under the guidance of senior team members. Adhere to installation guidelines and industry best practices to deliver quality Field Operations. Use the appropriate tools and equipment to perform the installation intervention and repairs in accordance with the Field Operations guidelines and instructions where provided. Reporting and escalating all observed problems to proper SITA operational escalation points. Carry out preventive maintenance of equipment in accordance with agreed schedules and to manufacturer specifications. Report on the monthly performance of the workshop and provide feedback to the Global Operations regional management teams. Perform tests on hardware and software components and be responsible for the co-ordination of local acceptance testing with Customers and 3rd parties. Complete AVMA Daily Diary accurately and on time. Ensure that all the required Field Service data is provided and recorded in the correct fields in the SITA Service Hub record for all assigned Incidents & Change Orders Manage local suppliers in the provision of services for the SITA Field Operations centre and report on services provided to management. Confirm and prioritize day-to-day tasks as and when needed. Coach co-workers on operational process issues relying on strong working knowledge of the activities in the group., *Who you areDegree level qualification in Computer Science Electronic Engineering or equivalent Strong experience in providing onsite support activities and repairing of PCs Printers and LAN WAN equipment. Must have dealt directly with external customers delivering to SLAs. Experience of working at Customer locations. Experience of working in the Airport / Airline industry preferred. Operating knowledge of Microsoft Office products. Knowledge and understanding of LAN protocols Ability to support and troubleshoot Ethernet networks. Understanding and the ability to install and configure servers and workstations (Microsoft/Unix/Thin Clients) including operating system software to component level. Installation and configuration of end user applications and software. Understanding of WAN infrastructures and data communications technologies such as DSL ISDN Leased Lines IP VPN Frame Relay ATM. Knowledge of ITIL and Service Management practices and procedures Ability to support Cisco LAN/WAN equipmentWhat we offerSITA s workplace is all about diversity: many different countries and cultures are represented in our workforce, and colleagues who ve been working here for decades collaborate with those just out of college and early in their careers. SITA is a place of change and constant improvement, where were always pushing ourselves to find better ways of doing things: smarter, quicker, easier, for us and our customers and for their customers too.And we offer all the good stuff you d expect like holidays, bonus, flexible benefits, medical policy, pension plan and access to world class learning.Welcome to SITASITA is the world s leading specialist in air transport communications and information technology. We don t just connect the global aviation industry. We apply decades of experience and expertise to address almost every core business, operational, baggage, and passenger process in air transport.We design, build, and support technology solutions all with one vision to create easy air travel every step of the way. As an organization, we cover 95% of all international air travel destinations and work with over 2,800 air transport and government customers in every corner of the globe.Are you ready to explore the opportunities Keywords: Desktop Engineer, Network Engineer, IT SupportIn case of issues with uploading your CV or accessing the application system, please contact us @ careers@sita.aero

Keyskills :
field servicesalessiteleased linesonsite supportip vpntroubleshootingframe relayservice deskservice levelsystem softwareautomationcommissioningair travel