ABOUT YOUR SKILLS

• Minimum 1 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.
• Minimum Diploma / Certificate in Computer Science Electronic Engineering or equivalent country IT qualification.
• Working towards CompTIA A+
• Basic knowledge of ITIL
• Airline Applications experience
• Hardware Install & Repair experience desirable
• LAN Topology Troubleshooting experience

ABOUT THE ROLE & TEAM

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. Must be willing to work shifts to cover contractual agreed on site times. Shifts also include weekends and public holidays as coverage is 7 days a week, 356 days a year. 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.

WHAT YOU’LL DO

• Provide field 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 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 by 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 delivering 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.
• 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.
  Qualifications: