Associate Specialist/Engineer - Radio: Service Operations - Heathrow Airpor

at  SITA Switzerland Sarl

EXPERIENCE

Preferable 1 year experience responsible for technical support activities PMR, TETRA Radio equipment RF over Fibre infrastructure.- Must have dealt directly with external customers delivering to SLAs.

KNOWLEDGE & SKILLS

• Operating knowledge of Microsoft Office products.
• Knowledge and understanding of LAN protocols.
• Ability to support and troubleshoot handheld radios
• Ability to support and troubleshoot Radio infrastructure
• Understanding and the ability to install and configure Radio hardware equipment & software
• Understanding of data communications technologies
• Understanding of Data Centre infrastructures technologies
• Knowledge of ITIL and Service Management practices and procedures

EDUCATION & QUALIFICATIONS

Recognized industry certifications at beginner level- ITIL Foundation Certificate

PURPOSE

To assure SITA’s competitive strength and business growth through the provision of the highest quality technical Service Operations to SITA customers. Perform all Service Operations activities according to SITA standards and procedures maximizing customer satisfaction by the delivery of first class support activities.n- To provide the highest level of Service Operation availability ensuring Systems and Products are properly configured and maintained.

KEY RESPONSIBILITIES

Provide Radio operations & project support to customers in accordance with the terms of the customer contract and Service Level Agreements (SLAs). Working within the defined processes, take ownership for the timely resolution (within agreed Service Level Agreements) of all Incidents and Requests working with resolver groups as well as third parties.

To ensure the correct functioning and maintenance of all internal and external customer IT equipment and services.

• Perform onsite interventions in response to Service Desk ITSM ticket allocation or from notification provided by global monitoring centres.
• When required, act as the customer SPOC and co-ordinate the scheduling of the onsite intervention with Customer’s, internal resolver groups, Incident Managers 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 fault investigations, repairs of faulty equipment and services including hardware replacements to the highest standards, co-ordinating the resolution with the appropriate resolver group where required.
• Manage the replacement of faulty equipment through the use of forward spares and ensuring the timely replenishment of the spare with our suppliers, according to prescribed availability and sparing policy, escalating any experienced delays with the SDM.
• Carry out site surveys for new customer premises for preparation for new product and services installation under the guidance of senior team members.
• Conducting local site surveys for Impact analysis relating to power outage or maintenance works that maybe scheduled.
• Carry out the deployment and installation of equipment to the customer premise, configuring to the specification / design where required to include and testing required before handing over to the customer (completed delivery) and into operation.

Qualifications: