Overview
WELCOME TO SITA
We're the team that keeps airports moving, airlines flying smoothly, and borders open. Our tech and communication innovations are the secret behind the success of the world's air travel industry.
You'll find us at 95% of international hubs. We partner closely with over 2,500 transportation and government clients, each with their own unique needs and challenges. Our goal is to find fresh solutions and cutting-edge tech to make their operations run like clockwork. Want to be a part of something big?
Are you ready to love your job? The adventure begins right here, with you, at SITA.
PURPOSE
To assure SITA's competitive strength and business growth through the provision of the highest quality technical field services to SITA customers in airports or at their premises. Perform all field services activities according to SITA standards and procedures maximizing customer satisfaction by the delivery of first-class on-site field maintenance and support activities. Roles performed in the context of Internal Desktop vary slightly in the sense that the main customers are Internal at SITA specific Airline/Airport experience is not necessary and that there are no specific billing responsibilities. For the technical competencies only a high-level knowledge of LAN Protocol Troubleshooting WAN Troubleshooting and LAN Equipment Configuration is necessary and knowledge/experience on specific tools is not required. The roles are subject to following policy and procedure and will be responsible at country level only.
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 co-ordinate the scheduling of the onsite intervention with Customer's 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 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 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.
Qualifications
EXPERIENCE
Minimum 1 years' experience in onsite support activities and repairs of PCs Printersand LAN WAN equipment.
- Must have dealt directly with external customers delivering to SLAs.
- Experience of working at Customer locations.
Knowledge & Skills
PROFESSION COMPETENCIES
- Airline Applications
- Hardware Install & Repair
- LAN Equipment Configuration
- LAN Protocol Troubleshooting
- LAN Topology Troubleshooting
- O/S Install & Configuration
- S/W Install & Configuration
- WAN Troubleshooting
CORE COMPETENCIES
- Adhering to Principles & Values
- Communication
- Creating & Innovating
- Customer Focus
- Impact & Influence
- Leading Execution
- Results Orientation
- Teamwork
Education & Qualifications
Minimum Diploma / Certificate in Computer Science Electronic Engineering or equivalent country IT qualification.- Working towards CompTIA A+
What We Offer
- SITA’s workplace is all about diversity, many different countries and cultures are represented in our workforce. We collaborate in our impressive offices, embracing a hybrid work format. As part of our global benefits, we offer:
- 🏡 Work Flexibility: Work from home up to 2 days/week (depending on your Team's needs).
You may wish to flex your arrival time at the office, to beat the rush hours or you may want to leave the office earlier to pick up your kids from school or to go to your favorite game: We support you in being open about your needs and routine with you manager.
- 🌿 Employee Wellbeing: Employee Assistance Program (EAP) provided by SITA is a yearly free service for practical advice in any part of your life.
- 🚀 Professional Development: Unleash your potential with our training offers via Coursera!
- 🌎 Flex-location: Benefit for 30 working days from anywhere around the world each year!
- 🙌🏽 Competitive benefits according to the local market
SITA is an Equal Opportunity Employer and values a diverse workforce. In support of our Employment Equity Program, women, aboriginal people, members of visible minorities, and/or persons with disabilities are encouraged to apply and self-identify in the application process.
