OverviewWELCOME TO SITAis the leading specialist in air transport communications and information technology. We don't just connect the global aviation industry, we apply decades of experience and expertise to address almost every core business, operational, baggage, and passenger process in air transport. 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. Immerse yourself in the dynamic world of technology while embracing our collaborative, and inclusive culture.Ready to redefine air travel? The journey starts here, with you at SITA.ABOUT THE ROLE & TEAM:As an Associate Technician Field Operations,your role will be perform all Service Operations activities according to SITA standards and procedures, maximizing customer satisfaction by the delivery of first class support activities. Also, the role involve provide the highest level of Service Operation availability, ensuring Systems and Products are properly configured and maintained; and to assist the Service Operations team to ensure service delivery quality is maintained through direct assistance in implementing and improving working processes and procedures.Our Associate Technician Field Operations will be based in Ezeiza International Airport.WHAT YOU WILL DO:- Provide Service 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 systems and products serviced by Service Operations- Carry out Incident and Problem Management support to the highest standards and co-ordinate the resolution with the appropriate resolver groups- Ensure shortest restoral times possible, initiating the timely escalations to specialized resolver groups inside and outside SITA, according to the customer contracts, SLAs and monitoring requirements- 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.- Monitor proactively to detect problems related to service and infrastructure operations and delivery services, conduct diagnostics and provide service request ownership to ensure resolution of customer problems- Adhere to installation guidelines and industry best practices in order to deliver quality service and infrastructure operations- Use the appropriate tools and equipment to perform the installation, intervention,and repairs in accordance with Service Operations and Delivery guidelines and instructions where provided- Report and escalate to the next level those problems which cannot be fixed- Carry out preventive and proactive maintenance of equipment and monitoring of systems and services in accordance with agreed schedules and customer expectations- Manage local suppliers in the provision of services for the SITA Service Operations centres and report on services provided to management.- Conducts the analysis, definition, documentation and testing of application & systems enhancements- To provide onsite support to Users during the cutover of the services- Continuously identify and document lessons learnt, known errors and operational knowledge for improved services- When/where required, be contactable for escalations and support, on and on-call standby basis- When/where required, perform assigned tasks on 24 x 7 shifts basis.QualificationsEXPERIENCE:- Diploma / Certificate in Computer Science, Electronic Engineering or equivalent telecommunications in-country qualification.- Field work experience supporting end users.- Knowledge or experience repairing computers and peripherals.- Knowledge or experience on Microsoft Operating Systems for desktop and Servers.- Knowledge or experience on network hardware/software administration: Routers, proxies, firewalls, gateways, VLAN's.- Experience installing, configuring, and supporting an organization's local area network (LAN), wide area network (WAN).- Knowledge or experience on incident management system.- Teamwork- Proactivity- Positive attitude- People SkillsWHAT WE OFFER:SITA's workplace is all about diversity,many different countries and cultures are represented in our workforce. We collaborate in our impressive offices, embracing a hybrid work format. As part of our global benefits, we offer:? Flex-week: Work from home up to 2 days/week (depending on your Team's needs).? Flex-day: You may wish to flex your arrival time at the office, to beat the rush hours or you may want to leave the office earlier to pick up your kids from school or to go to your favorite game: We support you in being open about your needs and routine with you manager.? Flex-location: Benefit for 30 working days from anywhere around the world each year!?? Competitive benefits according to the local marketSITA is an Equal Opportunity Employer and values a diverse workforce.In support of our Employment Equity Program, women, aboriginal people, members of visible minorities, and/or persons with disabilities are encouraged to apply and self-identify in the application process.
