Job Overview:
As a 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. subject to following policy and procedure and will be responsible at country level only.
What you’ll do:
- 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.
- Manage local suppliers in the provision of services for the SITA Field Operations centre and report on services provided to management.
- Carry out local repairs of faulty equipment and services to the highest standards and co-ordinate the resolution with the appropriate resolver group.
- Reporting and escalating all observed problems to proper SITA operational escalation points.
- Communicate the necessary information prior to a shift change to ensure that incidents are resolved and closed.
- Provide field operations support to internal and external customers in accordance with the terms of the customer contract and Service Level Agreements (SLAs).
- 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.
- 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.
- Report on the monthly performance of the workshop and provide feedback to the Global Operations regional management teams.
- To ensure the correct functioning and maintenance of all internal and external customer IT equipment and services.
- 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.
- 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.
- Perform tests on hardware and software components and be responsible for the co-ordination of local acceptance testing with Customers and 3rd parties.
- 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.
- Carry out preventive maintenance of equipment in accordance with agreed schedules and to manufacturer specifications.
What you’ll have:
- Should have dealt directly with external customers delivering to SLAs.
- Experience of working in the Airport / Airline industry preferred but not required.
- Knowledge and understanding of VSAT required for some regions.
- Knowledge of ITIL and Service Management practices and procedures.
- Experience of working at Customer locations.
- Minimum 3 years’ experience in onsite support activities and repairs of PCs Printers and LAN WAN equipment.
- Electronics background is highly desirable.
- Knowledge and understanding of LAN protocols.
- Installation and configuration of end user applications and software.
- Understanding of WAN infrastructures and data communications technologies such as DSL ISDN Leased Lines IP VPN Frame Relay ATM.
- Ability to support Cisco LAN/WAN equipment.
- Ability to support and troubleshoot Ethernet networks.