Senior Agent Service Desk

We're the team that keeps airports moving, airlines flying smoothly, and borders open. Our tech and communication innovations are the secret behind the success of the world's air travel industry.

You'll find us at 95% of international hubs. We partner closely with over 2,500 transportation and government clients, each with their own unique needs and challenges. Our goal is to find fresh solutions and cutting-edge tech to make their operations run like clockwork. Want to be a part of something big?

Are you ready to love your job? The adventure begins right here, with you, at SITA.

The Senior Agent is the primary point of contact for customers and has the responsibility to ensure that all incidents are fixed and change requests handled within the agreed SLA. For that purpose he has the ownership of incidents from opening to closing and must work with and chase all involved resolver groups to comply with SLAs.n- Within SITA Service Desks the Senior Agent is responsible to handle at level 1 the incidents service requests and change requests (assigned to him/her) which are raised by customers when they face issues with the use of SITA products and services. Those incidents are reported via various media: telephone e-mails or web portal.n- The Senior Agent has the primary responsibility to attempt to resolve the incidents/service requests at his/her level and to refer them to the appropriate resolver group while still tracking them until resolution.n- This function requires working in shifts during nights weekends and public holidays.

This is an exciting opportunity to become an integral part of a team of highly skilled network engineers at a leading IT provider for the air transport industry. The role is classified as an L1.5/L2 position, responsible for incident management including operational fault management of a SITA-managed Versa Networks solution.

The ideal candidate will troubleshoot network and security solutions, including SD-WAN/SASE, to resolve customers' technical issues while acting as a liaison to other internal teams. Candidates must be willing to learn about new technologies and possess the ability to work in a complex networking and security environment.

• Provide initial support for customer queries via established channels of support (e.g. phone, email, or chat)
• Guide customers through basic troubleshooting steps and self-service options
• Troubleshoot and resolve technical issues reported by customers
• Log all interactions and issues in the ticketing system
• Escalate unresolved issues to a higher competence of support (e.g. PSOs, third parties, etc.)
• Participate in training sessions to stay updated on product and service changes
• Provide customers with product and service information
• Provide advanced support and resolve complex technical issues.
• Act as a Subject Matter Expert (SME) for specific products/services.
• Mentor and assist junior agents with challenging cases.

• Monitor and ensure resolution of escalated issues within SLAs.

• Provide advanced support and resolve complex technical issues.

• Monitor and ensure resolution of escalated issues within SLAs.

• Provide proactive support to identify and address recurring issues.

Day-to-day management and configuration of network infrastructure, including SDWAN/SASE, firewalls, and local area networks (wired/wireless).

Oversee SDWAN/SASE managed services to ensure optimized configurations.

Maintain the operational integrity of security and data networks, responding to incidents and providing occasional out-of-hours technical support.

Participate in customer meetings, providing performance reports and project updates.

Customer Service positions with extensive customer engagement experience in a help desk or call centre environment and/or travel industry is preferred. - Minimum 2 to 3 years in a Customer Support Specialist function with recognized expertise on a large range of services and products at intermediary and advanced levels. - Experience in airlines' and travel industry's operations and applications will be extremely advantageous- Candidate from colleges and universities who have the motivation to work in customer service and support.

• ITIL/ITSM
• Info Gathering&Processing
• Product/Solution Knowledge
• Service Excellence Attitude
• Technical Communication
• Techincal Troubleshooting

Recognized industry certifications such as MCSA CCNA CCNP ITIL Service Management or equivalent experience required- ITIL Foundation Certificate desirable

We're all about diversity. We operate in 200 countries and speak 60 different languages and cultures. We're really proud of our inclusive environment. Our offices are comfortable and fun places to work, and we make sure you get to work from home too. Find out what it's like to join our team and take a step closer to your best life ever.

Employee Wellbeing: We have got you covered with our Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year. We also offer Champion Health - a personalized platform that supports a range of wellbeing needs.

Professional Development: Level up your skills with our training platforms, including LinkedIn Learning

Competitive Benefits: Competitive benefits that make sense with both your local market and employment status.

SITA is an Equal Opportunity Employer. We value a diverse workforce. In support of our Employment Equity Program, we encourage women, aboriginal people, members of visible minorities, and/or persons with disabilities to apply and self-identify in the application process.