Associate Technician Field Ops

Job Description

*As an Associate Technician Field Ops, you will assure SITAs competitive strength and business growth through the provision of the highest quality technical field services to SITA customers in airports or at their premises and perform all field services activities according to SITA standards and procedures maximizing customer satisfaction by the delivery of first class onsite field maintenance and support activities.The world is changing. Are you ready to define with the future of travel with us What you will do Provide 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 as a result 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 coordinate 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 coordinate 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 through the use of spares and ensuring the timely replenishment the spare according to prescribed availability and sparing policy. Adhere to installation guidelines and industry best practices in order 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. Perform tests on hardware and software components and be responsible for the coordination of local acceptance testing with Customers and 3rd parties. Continuously identify and document lessons learnt known errors and operational knowledge for improved services. Report and escalate to the next level those problems which cannot be resolved. Proactively detect problems related to service and infrastructure operations and delivery services conduct diagnostics and provide service request ownership to ensure resolution of customer problems. Maintaining weekly time sheet in SITA time keeper tools. Perform Change Management Configurations Design and Implementation of the supported Product & Systems Manage local suppliers in the provision of services for the SITA Service Operations centres and report on services provided to management. Conducts the analysis definition documentation and testing of application & systems enhancements Required perform assigned tasks on 24 x 7 shifts basis., *Who you areDegree level qualification in Computer Science Electronic Engineering or equivalent CCNA certification and hands on experience in LAN/WAN configuration/troubleshooting/installation. Knowledge of ITIL and Service Management practices and procedures or ITIL certification will be added advantage. Ability to support Cisco LAN/WAN equipment Working towards CompTIA A+ Good experience in onsite support activities to performance installation of LAN & WAN equipment. Must have dealt directly with external customers delivering to SLAs. Experience in maintenance/repair of PCs Printers and various peripherals. Experience of working at Customer locations. Operating knowledge of Microsoft Office products. Knowledge and understanding of Network protocols Customer Service pro-activeness and ownership attitude and sense of service to support customers and own their issues until resolution to their satisfaction Ability and motivation to work in a team and in rotating shifts Installation and configuration of end user applications, software and Network equipments. Ability to analyze draw conclusions and create solutions to customers moderately complex problems Ability to build relationships with peer and management levels both with clients and the company management Product and Service knowledge in several of the following areas at intermediary and advanced levels: - Airport/Airlines Services - Desktop services - Network Services Exposure to ITIL and to IT and network components and principles Demonstrated maturity in handling complex customer issues and demanding customers Ability to organize the activity of a team and to take ownership of issues until resolution Understanding of WAN infrastructures and data communications technologies such as DSL, SDWAN, MPLS, and other LAN/WAN Network. Knowledge and understanding of VSAT required for some regions.What we offer 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. Our values underpin everything we do at SITA.And we offer all the good stuff you d expect like holidays, OPD, Health Insurance, Transport allowance, Great flexibility and access to world class paid learning courses.Welcome to SITA SITA is the world s leading specialist in air transport communications and information technology. We don t just connect to 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: Associate network engineer, IT engineer, It Support, Network SupportAt SITA we believe that creating and nurturing an inclusive culture is about who we are as an organization, and as an employer. Diversity is more than a target to us, it s a key part out of our collective identity and values.In case of issues with uploading your CV or accessing the application system, please contact careers@sita.aero

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