Associate Technician, Field Operations

SITA is the world's leading service provider of IT business solutions and communications services to the air transport industry. SITA manages complex communication solutions for its air transport, government and GDS customers over the world’s most extensive communication network, complemented by consultancy in the design, deployment and integration of communication services. SITA also provides market-leading common use services to airports and air-to-ground communications to airlines. We deliver a comprehensive portfolio of e-commerce solutions for airlines and are pioneering new technologies in areas such as in-flight passenger communications and transportation security. Motivated by industry concern for lower costs, asset optimization and an improved passenger experience, we aim to simplify travel and transportation removing complexity and improving our customers’ operational performance. SITA has two main subsidiaries: OnAir, which is leading the race to bring in-flight mobile telephony to the market, and CHAMP Cargosystems, the world's only IT company solely dedicated to air cargo. SITA also operates two joint ventures providing services to the air transport community: Aviareto for aircraft asset management and CertiPath for secure electronic identity management. Across the globe, SITA employs people of more than 140 nationalities, proficient in over 70 languages, and covers 220 countries and territories. With its main office in Geneva, Switzerland, SITA had revenues of US$ 1.582 billion in 2004 (€ 1.170 billion[1]) [1] USD = 0.74 € (Dec 30, 2004)

Further information can be found at www.sita.aero

Associate Technician, Field Operations (Based in Cenkareng International Airport)

Purpose

To assure SITA's competitive strength and business growth through the provision of the highest quality technical field services to SITA customers at their premises. To perform 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. Roles performed in the context of Internal Desktop vary slightly in the sense that the main customers are Internal at SITA, specific Airline/Airport experience is not necessary, and that there are no specific billing responsibilities. 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. The roles are subject to following policy and procedure and will be responsible at country level only.

Key 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.
• 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 through 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 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.
• Report and escalate 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.

Requirements

• Minimum Degree/ Certificate in Computer Science, Electronic Engineering or equivalent Telecommunications in country qualification
• Minimum 1 year's experience in onsite support activities and repairs of PCs, Printers, and LAN, WAN equipment
• Must have dealt directly with external customers delivering to SLAs
• Experience of working at Customer locations
• Fluent verbal and written communication skills in English language and the local in-country language (Including any regional language requirement)
• Operating knowledge of Microsoft Office products
• Knowledge and understanding of LAN protocols

Interested party please submit your detailed resume via
SITA Career Site: www.sita.aero/careers/

Alternatively, you may email to recruit_apac@sita.aero

(Please indicate reference number 3659)