Job Description

As the Associate Technician Field Ops , you will provide field operations support to both internal and external customers. You will be accountable for the maintenance of all internal and external customer IT equipment and services. Reporting to the Customer Success Manager, you will be a part of the Field Operations team responsible for the day-to-day onsite operations at the airport.

The world is changing. Are you ready to define the future of travel with us?

What You Will Do

• Provide Service Operations support to internal and external customers in accordance with the terms of the customer contract and Service Level Agreements (SLAs)
• Ensure the correct functioning and maintenance of all internal and external systems and products serviced by Service Operations
• Carry out incident and problem management support to the highest standards and co-ordinate the resolution with the appropriate resolver groups
• Ensure shortest restoral times possible, initiating the timely escalations to specialized resolver groups inside and outside SITA, according to the customer contracts, SLAs and monitoring requirements
• Manage the replacement of faulty equipment through the use of spares, and ensuring the timely replenishment of the spare according to prescribed availability and sparing policy
• Proactively detect problems related to service and infrastructure operations and delivery services, conduct diagnostics and provide service request ownership to ensure resolution of customer problems
• Use the appropriate tools and equipment to perform the installation, intervention, and repairs in accordance with Service Operations and Delivery guidelines and instructions where provided
• Carry out preventive and proactive maintenance of equipment and monitoring of systems and services in accordance with agreed schedules and customer expectations
• Perform Change Management, Configurations, Design and Implementation of the supported Product & Systems
• Liaise with local suppliers in the provision of services for the SITA Service Operations centres and report on services provided to management
• To document resolutions of problems
• To provide onsite support to Users during the cutover of the services

Who You Are

• Bachelor’s degree holder in Computer Science, Data Communications or Electrical Engineering
• Experienced in PC/desktop support and LAN/WAN network
• Able to work on shift duty, including weekends/public holidays
• Good interpersonal communication skills, English language is a must
• Customer service background preferred

Skills Required

• Customer Service
• Electrical