ABOUT YOUR SKILLS:

• At least 1 year of experience in onsite IT support and equipment repairs (PCs, printers, LAN/WAN).
• Proven ability to work directly with external customers.
• Experience meeting Service Level Agreements (SLAs).
• Hands-on support at customer locations.
• Strong troubleshooting and customer service skills.
• Diploma or certificate in Computer Science, Electronic Engineering, or equivalent local IT qualification.
• Currently pursuing or working towards CompTIA A+ certification.

ABOUT THE ROLE & TEAM:

This role supports SITA’s growth by delivering high-quality technical field services to customers onsite or at airports. Work is performed according to SITA standards, with a focus on excellent customer satisfaction. For Internal Desktop roles, customers are primarily internal, airline/airport experience isn’t required, and there are no billing duties. A general understanding of LAN/WAN troubleshooting and configuration is needed, with responsibilities limited to the country level.

WHAT YOU WILL DO:

• Provide field support to internal and external customers, ensuring alignment with SLAs and contracts.
• Maintain and troubleshoot customer IT equipment to ensure proper functionality.
• Perform onsite interventions promptly following Service Desk requests.
• Act as the customer’s SPOC when needed, coordinating with internal teams and the Service Desk.
• Repair faulty equipment locally and escalate to resolver groups when necessary.
• Minimize repair cycles by initiating quick returns and replacements of faulty equipment.
• Manage spare parts usage and ensure timely replenishment based on policy.
• Follow installation guidelines and use proper tools to complete tasks to high standards.
• Conduct preventive maintenance and coordinate acceptance testing with customers and third parties.
• Accurately log service details and complete all required documentation, including the AVMA Daily Diary.
  Qualifications: