Job Description

:OverviewWELCOME TOWe'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 worldxe2x80x99s 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.ABOUT THE ROLE & TEAMTo assure SITA's competitive strength and business growth through the provision of the highest quality Smart hands field services to Heathrow in airport and at their premises. Perform all field services activities according to SITA standards and procedures, maximising 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 and knowledge/experience on specific tools is not required. Knowledge and experience of Infrastructure support.This role is subject to final working arrangement requirements required by the business, this being either a Shift role working Day and Night on a rota, or a Days role weekday. This shall be confirmed during the recruitment process and interview stage.WHAT YOUxe2x80x99LL DO

• Provide field operations support to internal and external customers delivering vto SLAs. Working within the defined processes, take ownership for the timely resolution of all Incidents and Requests working with local and global resolver groups as well as third parties.
• Perform onsite interventions in response to Service Desk ITSM ticket allocation.
• Carry out local fault investigations, repairs of faulty equipment and services including hardware replacements to the highest standards, working with the appropriate global resolver group where required.
• Carry out site surveys for new customer premises for preparation for new product and services installation under the guidance of senior team members. Local site surveys for Impact analysis relating to power outage that maybe scheduled.
• Deployment and installation of equipment to the customer premise, configuring to the specification / design where required to include and testing required before handing over to the customer (completed delivery) and into operation.
• Carry out preventive maintenance of equipment in accordance with agreed schedules and to manufacturer specifications.
• Perform tests on hardware and software components and local acceptance testing with Customers and 3rd parties.
• Complete an Operations Daily Diary providing and accurate account of the day/shift events and on time for the point of handover. This should be stored within the agreed location.
• Ensure that all the required Field Service data and knowledge articles are provided and recorded in the correct libraries within the customer Knowledge Base for recording and knowledge sharing.
• Work as a team to maintain operational process, knowledge to assist others
• When/where required, be contactable for escalations and support, on-call standby basis for emergencies

QualificationsABOUT YOUR SKILLS

• Minimum 3 - 5 years as a field technician or experience in the network, telephony, wireless & KVM Videowall Domain.
• Must have dealt directly with Internal & external customers delivering to SLAs
• Ability to support and troubleshoot Ethernet networks and Fibre Optics cabling with the use of available tools.
• Understanding and the ability to install and configure Cisco, Aruba, PaloAlto and SCN to component level as a base level.
• Installation and configuration other bespoke IT hardware assets
• Must have a valid UK Driver's License with no or minimal endorsements; onsite vehicle provided; air side driving training provided.
• Must undergo aviation security and vetting checks to successfully pass such application for an aside ID. Full 5-year background and security vetting will need to be undertaken
• CompTIA Network or CompTIA Network+ or CCNA certifications desirable
• ITIL foundation

NICE-TO-HAVE

• Experience working in a support role at Heathrow or in the Airport/Airline industry

WHAT WE OFFERWexe2x80x99re all about diversity. We operate in 200 countries and speak 60 different languages and cultures. Wexe2x80x99re 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 everxf0x9fx8fxa1 Flex Week: Work from home up to 2 days/week (depending on your teamxe2x80x99s needs)xe2x8fxb0 Flex Day: Make your workday suit your life and plans.xf0x9fx8cx8e Flex Location: Take up to 30 days a year to work from any location in the world.xf0x9fx8cxbfEmployee Wellbeing: Wexe2x80x99ve got you covered with our Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year. We also offer Champion Health xe2x80x93 a personalized platform that supports a range of wellbeing needs.xf0x9fx9ax80Professional Development: Level up your skills with our training platforms, including LinkedIn Learning!xf0x9fx99x8cxf0x9fx8fxbd 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.

SITA