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.
ABOUT THE ROLE & TEAM
As an Engineer Field Ops you will provide field operations (hardware and software) support to internal and external customers in accordance with the terms of the customer contract and Service Level Agreements.
What You Will Do:
- Ensure the proper functioning and maintenance of all internal and external customer IT equipment and services.
- Perform onsite interventions promptly in response to Service Desk requests, adhering to the terms of customer contracts and SLAs.
- Act as the customer’s Single Point of Contact (SPOC) when required, coordinating onsite interventions with customers, internal resolver groups, and the Service Desk, while maintaining high levels of service and communication to resolve incidents within the prescribed SLA.
- Conduct local repairs on faulty equipment and services to the highest standards, coordinating resolutions with the appropriate resolver groups.
- Minimize repair cycles by initiating timely returns of faulty SITA and customer equipment as per maintenance contracts and SLAs, while closely monitoring the replacement of faulty items and spares.
- Manage the replacement of faulty equipment using available spares and ensure timely replenishment in line with the prescribed availability and sparing policy.
- Adhere to installation guidelines and industry best practices to deliver quality Field Operations services.
- Use appropriate tools and equipment to perform installations, interventions, and repairs in compliance with Field Operations guidelines and instructions.
- Report and escalate all observed issues to the designated SITA operational escalation points.
- Perform preventive maintenance on equipment according to agreed schedules and manufacturer specifications, and ensure all required data is accurately recorded in the SITA Service Hub for incidents and change orders.
About your skills:
- Provide 1st and 2nd line day-to-day support, escalating issues to third parties or vendors when necessary.
- Install and configure network hardware, including performing terminations and testing of Cat5/6 cables, and patching copper or fiber cables as required.
- Monitor network and system performance to ensure stability and operational efficiency for SITA and client platforms.
- Collaborate with business/system owners to promptly resolve faults or errors, ensuring smooth operations.
- Maintain accurate documentation, including network inventory records and activity logs in the company CRM system.
- Possess a recognized qualification in Information or Communication Technology (ICT), with experience in a network-related role preferred.
- Demonstrate strong knowledge of basic networking protocols, excellent analytical and problem-solving skills, and effective communication abilities.
- Be proactive, take ownership of tasks, and show a willingness to learn new systems and attend training workshops to enhance skills.
- Adapt to demanding work conditions, including working nights, weekends, and holidays, lifting up to 50 lbs., standing for extended periods, and using ladders or scissor lifts.
- Commit to continuous improvement and teamwork, contributing to maintaining a robust and secure network infrastructure.
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:
🏡 Flex Week: Work from home up to 2 days/week (depending on your Team's needs).
⏰ Flex Day: You may wish to flex your arrival time at the office to beat rush hours or leave earlier for personal commitments. We encourage open communication with your manager about your needs and routine.
🌎 Flex-Location: Enjoy up to 30 workdays of benefits, anywhere in the world!
🌿 Employee Wellbeing: Benefit from the Employee Assistance Program (EAP) provided by SITA, a yearly free service offering practical advice in various aspects of your life.
🚀 Professional Development: Enhance your skills with our training platforms, inclusive of LinkedIn Learning!
🙌🏽 Competitive Benefits: Access competitive benefits tailored to the local market and your employment status.
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.
