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Associate Technician Field Ops

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SITA

2mo ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    IT & Cybersecurity
  • Munich

AI generated summary

  • You need 1+ years in onsite support, a Diploma in IT, CompTIA A+ progression, basic ITIL knowledge, and experience with PCs, printers, LAN/WAN, and airline applications.
  • You will support customers, ensure IT equipment operates correctly, perform onsite repairs, manage spare parts, conduct maintenance, test systems, and document incidents in the Service Hub.

Requirements

  • 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

Responsibilities

  • 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.

FAQs

What is the primary role of an Associate Technician in Field Operations?

The primary role of an Associate Technician in Field Operations is to provide high-quality technical field services to SITA customers, ensuring the correct functioning and maintenance of IT equipment and services, and maximizing customer satisfaction.

What qualifications are required for this position?

A minimum of a Diploma or Certificate in Computer Science, Electronic Engineering, or an equivalent IT qualification is required. Candidates should also be working towards CompTIA A+ certification and have basic knowledge of ITIL.

What experience is preferred for this job?

A minimum of 1 year of experience in onsite support activities and repairs of PCs, Printers, and LAN/WAN equipment is preferred, along with direct experience dealing with external customers delivering to SLAs.

Are there specific shift requirements for this position?

Yes, the role requires flexibility to work shifts, including weekends and public holidays, as coverage is needed 7 days a week, 365 days a year.

What kind of training and professional development opportunities does SITA offer?

SITA offers training platforms, including access to LinkedIn Learning, to help employees level up their skills and foster professional development.

Do we offer a work-from-home option?

Yes, we offer a hybrid work model that allows employees to work from home up to 2 days a week, depending on their team’s needs.

What is the company's stance on diversity?

SITA values diversity and operates in 200 countries, promoting an inclusive environment where employees from various backgrounds are encouraged to apply.

What kind of equipment might I be working on in this role?

You will be providing support for various IT equipment, including PCs, printers, and LAN/WAN equipment, as well as performing installations and repairs.

Is there any specific airline application experience required?

While not mandatory, experience with airline applications is desirable for candidates applying for this position.

What support is available for employee wellbeing?

SITA provides an Employee Assistance Program (EAP) available 24/7 for employees and their dependents, along with Champion Health, a personalized platform to support a range of wellbeing needs.

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SITA

Dedicated and committed to the air transport industry

Consulting
Industry
1001-5000
Employees

Mission & Purpose

SITA operates in the aviation industry, providing IT and communication solutions for airports, airlines, and air transport companies. Their services include airport management systems, passenger processing solutions, baggage handling systems, and air traffic management solutions. SITA's ultimate goal is to enhance the efficiency, safety, and overall passenger experience in air travel through innovative technology solutions. Their purpose revolves around facilitating seamless communication and data sharing within the aviation industry, enabling airports and airlines to optimise their operations, improve customer service, and ensure a smooth travel experience for passengers. SITA aims to be a trusted partner in the aviation sector, driving digital transformation and technological advancements to shape the future of air travel.

Benefits

  • Lifestyle

    We provide you with access to the medical care you need, life insurances and competitive retirement savings to help prepare for the future.

  • Live a healthy life

    We actively encourage a healthy lifestyle, offering location-based initiatives, like exercise or stress relief classes, to our global employee assistance program.

  • Enjoy quality time

    With our generous vacation and leave provisions, you’ll be able to take time away from the office to recharge, spend time with family or pursue personal interests.

  • Care for your family

    We support you and your loved ones through various stages of life, with parental and adoption leaves as well as information, resources and care programs.

  • Our Employee Assistance Program

    The service is there for you and your family, any time, with real, practical help. It supports your mental, physical, social, and financial well-being, whether you're thinking about quitting smoking, eating healthier, struggling with stress or anxiety, or you could use some help managing a big change or challenge in your life. You can turn to the EAP for support and strategies from an expert advisor or a referral to a counseling.