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:
Provide field operations support to internal and external customers in accordance with the terms of the customer contract and Service Level Agreements (SLAs). 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.
WHAT YOU WILL DO:
- 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.
EXPERIENCE- Minimum 3+ year's experience in onsite support activities and repairs of PCs Printers and LAN WAN equipment.
- Must have dealt directly with external customers delivering to SLAs.
- Experience of working at Customer locations.
- 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 and understanding of VSAT required for some regions.
- Minimum Diploma / Certificate in Computer Science Electronic Engineering or equivalent country IT qualification.- Working towards CompTIA A+
- Good conversational English knowledge
Work Location: Shanghai Pudong International Airport with irregular hours. Must be able to work on a shift duty basis including weekends/public holidays. Transport, meal and Shift allowance also provided.
