Associate Technician Field Ops

Overview:
**Associate Technician Field Ops**
As Associate Technician Field Ops you will 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 You will be accountable for performing 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.

For the technical competencies, only a high-level knowledge of LAN Protocol Troubleshooting, WAN Troubleshooting, and LAN Equipment Configuration is necessary.

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

**What you will do**
- 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 because 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 coordinate the scheduling of the onsite intervention with the Customer, 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 coordinate the resolution with the appropriate resolver group.
- Ensure the 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 using spares and ensure the timely replenishment of the spare according to prescribed availability and sparing policy.
- Adhere to installation guidelines and industry best practices 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 coordination of local acceptance testing with Customers and 3rd parties.
- Complete AVMA Daily Diary accurately 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.

Qualifications:
**Who you are**
- Minimum Diploma / Certificate in Computer Science, Electronic Engineering, or equivalent country IT qualification. Working towards CompTIA A
- Minimum 1 year’s experience in onsite support activities and repairs of PCs, Printers, LAN, and WAN equipment.
- Must have dealt directly with external customers delivering to SLAs
- Experience working at Customer locations.
- 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, and ATM.
- Knowledge and understanding of VSAT required for some regions.

**What we offer**
SITA’s workplace is all about diversity: many different countries and cultures are represented in our workforce, and colleagues who’ve been working here for decades collaborate with those just out of college and early in their careers. SITA is a place of change and constant improvement, where we're always pushing ourselves to find better ways of doing things: smarter, quicker, easier, for us and our customers and for their customers too.

And we offer all the good stuff you’d expect like holidays, bonus, flexible benefits, medical policy, pension plan and access to world class learning.

**Welcome to SITA**
We design, build, and support technology solutions all with one vision to create easy air travel every step of the way. As an organization, we cover 95% of all international air travel destinations and work with over 2,800 air transport and government customers in every corner of the globe. Are you ready to explore the opportunities?
Keywords: LAN Protocol Troubleshooting, WAN Troubleshooting, and LAN Equipment Configuration