Job Description

Overview:

IT Network Field Technician - Heathrow



WELCOME TO SITA



At SITA, we keep airports moving, airlines flying smoothly, and borders open. Our technology and communication innovations power the success of the global air travel industry.



You'll find us in 95% of international airports, working closely with over 2,500 transportation and government clients. Each partnership brings unique challenges, and we thrive on delivering fresh solutions and cutting-edge tech to keep operations running like clockwork. We don't just move the world forward--we're proud to be recognized as a Great Place to Work by our employees and certified in most of our growing locations. Here, we feel empowered, supported, and inspired to grow.



Are you ready to love your job?



The adventure begins right here, with you, at SITA.

ABOUT THE ROLE & TEAM

To 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 required. Knowledge and experience in infrastructure support are also necessary.


This is a daytime position, Monday to Friday, with the possibility of additional resourcing requirements when needed.

WHAT YOU'LL DO

Provide field operations support to internal and external customers delivering to 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

Qualifications:

ABOUT YOUR SKILLS

Minimum

3-5 years of experience as a Field Technician or in the Network, Telephony, Wireless, and KVM Videowall domain.

Must have direct experience working with internal and external customers, delivering to SLAs. Ability to support and troubleshoot Ethernet networks and Fibre Optic cabling using available tools. Understanding of, and ability to install and configure, Cisco, Aruba, PaloAlto, and SCN equipment to component level. Experience in installing and configuring other bespoke IT hardware assets. Must hold a valid UK Driver's License with no or minimal endorsements; onsite vehicle provided; airside driving training provided.

Must undergo aviation security and vetting checks to successfully obtain an airside ID. A full 5-year background and security vetting process will be required.

Desirable certifications: CompTIA Network or CompTIA Network+, CCNA. Desirable: ITIL Foundation certification.

NICE-TO-HAVE

Experience working in a similar support role at Heathrow or within the Airport/Airline industry.

WHAT WE OFFER

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.



Flex Week: Work from home up to 2 days/week (depending on your team's needs)

Flex Day: Make your workday suit your life and plans.


Flex Location: Take up to 30 days a year to work from any location in the world.



Employee Wellbeing: We've 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.