Associate Technician Field Ops (Airport domain knowledge, Lan/Wan )
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 and at their premises and by actively seeking new field service revenue opportunities locally.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.To manage and assist the field services team to ensure service delivery quality is maintained through direct assistance in implementing and improving working processes and procedures. 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.- When required 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.- Carry out site surveys for new customer premises for preparation for new product and services installation under the guidance of senior team members.- Ensure that all staff adheres to installation guidelines and industry best practices in order to deliver quality Field Operations.- Ensure that all staff 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 manufactu
rer specifications.- Report on the monthly performance of the workshop and provide feedback to the Global Operations regional management teams.- To ensure the field services team adheres to the highest working standards for all interventions and repair targets by providing guidance support and direct management.- Manage the first line responsibility and budgets for the local maintenance facility field operations service provided and escalations in the absence of the Lead Engineer.- Perform tests on hardware and software components and be responsible for the co-ordination of local acceptance testing with Customers and 3rd parties.- Manage local suppliers in the provision of services for the SITA Field Operations centre and report on services provided to management.- Coach junior team members.- Direct and support the junior team members in the management reporting and co-ordination of day-day tasks during absence of the Lead Engineer.- 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.- Support Management on escalated issues as and when required.- In the support of the performance management process provide personal feedback on performance of co-workers to the Lead Engineer.
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.- When required 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.- Carry out site surveys for new customer premises for preparation for new product and services installation under the guidance of senior team members.- Ensure that all staff adheres to installation guidelines and industry best practices in order to deliver quality Field Operations.- Ensure that all staff 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 manufactu
Qualifications:
EXPERIENCE
At least 3 - 4 years 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 managing a team in supervisory or management role preferred.- Experience of working at Customer locations.- Experience of working in the Airport / Airline industry.
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
- Adhering to Principles & Values
- Communication
- Creating & Innovating
- Customer Focus
- Impact & Influence
- Leading Execution
- Results Orientation
- Teamwork
EDUCATION & QUALIFICATIONS
Minimum Degree level qualification in Computer Science Electronic Engineering or equivalent in country IT qualification.- Cisco - CCNA or Microsoft MCSA in WIN Client and/or Server.- VSAT Certification preferred (for some regions)- Other certifications may be required depending on the SITA products to be supported.
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: Level up your skills with our training platforms, including LinkedIn Learning!🙌 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.