SITA
Overview WELCOME TO SITA At SITA, we keep airports moving, airlines flying smoothly, and borders open. Our technology and communication innovations power the success of the global air travel industry. You'll find us in 95% of international airports, working closely with over 2,500 transportation and government clients. Each partnership brings unique challenges, and we thrive on delivering fresh solutions and cutting-edge tech to keep operations running like clockwork. We don't just move the world forward-we're proud to be recognized as a Great Place to Work® by 79% of our employees and certified in most of our growing locations. Here, we feel empowered, supported, and inspired to grow. 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. KEY RESPONSIBILITIES 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 accuratel y 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. 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 accuratel Qualifications EXPERIENCE Minimum 1 year's experience in onsite support activities and repairs of PCsPrintersand LAN WAN equipment.- Must have dealt directly with external customers delivering to SLAs.- Experience of working at Customer locations. KNOWLEDGE & SKILLS 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 and understanding of VSAT required for some regions. 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 We're all about diversity. We operate in 200 countries and speak 60 different languages and cultures. We're really proud of our inclusive environment. Our offices are comfortable and fun places to work, and we make sure you get to work from home too. Find out what it's like to join our team and take a step closer to your best life ever. 🏡 Flex Week: Work from home up to 2 days/week (depending on your team's needs) ⏰ Flex Day: Make your workday suit your life and plans. 🌎 Flex-Location: Take up to 30 days a year to work from any location in the world. 🌿 Employee Wellbeing: We have got you covered with our Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year. We also offer Champion Health - a personalized platform that supports a range of wellbeing needs. 🚀 Professional Development: At SITA, we believe growth fuels innovation. Our learning ecosystem offers access to world-class platforms and programs designed to help you thrive. From LinkedIn Learning, Microsoft's Enterprise Skills Initiative, and Airport Council International -available to all employees-to specialized solutions like Pluralsight for technology upskilling, Harvard Business Publishing for people leadership, Stanford for strategic development and many others, we align learning opportunities with your Development Plan and our business priorities. Your development journey is supported every step of the way. 🙌 Competitive Benefits: Competitive benefits that make sense with both your local market and employment status. SITA is an Equal Opportunity Employer. We value a diverse workforce. In support of our Employment Equity Program, we encourage women, aboriginal people, members of visible minorities, and/or persons with disabilities to apply and self-identify in the application process.