Associate Technician Field Ops

Overview:
**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 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.

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.

**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.
- 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.
- Adhere to installation guidelines and industry best practices in order to deliver 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.
- Complete AVMA Daily Diary accuratel 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.

**KNOWLEDGE & SKILLS**:

- Operating knowledge of Microsoft Office products.
- Knowledge and understanding of LAN protocols
- Ability to support and troubleshoot Ethernet networks.
- Understanding and the ability to install and configure servers and workstations (Microsoft/Unix/Thin Clients) including operating system software to component level.
- Understanding of WAN infrastructures and data communications technologies such as DSL ISDN Leased Lines IP VPN Frame Relay ATM.
- Knowledge and understanding of VSAT required for some regions.

**EXPERIENCE**:

- Minimum 1 year's 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 working at Customer locations.

**EDUCATION & QUALIFICATIONS**:

- 2 year experience in Airport / Airline IT systems and possess MCA/BTech/MSC Electronics or computer
- 5 Year experience in Airport / Airline IT systems with Diploma in Electronics or Computer.
- Remaining skills of a field engineer, willing to work in 24*7 shifts, 8 hrs shifts, 6 days a week
- Industry certifications like CCNA / MCSA preferred.
- CompTIA A+ is preferred.
- Customer Service, pro-activeness and ownership attitude, and sense of service to support customers and own their issues until resolution to their satisfaction.
- Ability and motivation to work in a team and in rotating shifts.
- Ability to build relationships with peers and management levels both with clients and the company management