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, maximizing 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.
Provide field operations support to internal and external customers in accordance with the terms of the customer contract and Service Level Agreements (SLAs).
Working within the defined processes, take ownership for the timely resolution (within agreed Service Level Agreements) of all Incidents and Requests working with local and global resolver groups as well as third parties.
To ensure the correct functioning and maintenance of all internal and external customer IT equipment and services.
Perform onsite interventions in response to Service Desk ITSM ticket allocation or from notification provided by global monitoring centres.
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 fault investigations, repairs of faulty equipment and services including hardware replacements to the highest standards, co-
ordinating the resolution with the appropriate global resolver group where required.
Manage the replacement of faulty equipment through the use of forward spares and ensuring the timely replenishment of the spare with our suppliers, according to prescribed availability and sparing policy, escalating any experienced delays with the SDM.
Carry out site surveys for new customer premises for preparation for new product and services installation under the guidance of senior team members.
Conducting local site surveys for Impact analysis relating to power outage that maybe scheduled.
Carry out the 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.
Adhere to installation guidelines and industry best practices in order to deliver quality Field Operations and support to our remote teams.
Use the appropriate tools and equipment to perform the installation, intervention, and repairs in accordance with the Field Operations guidelines and instructions where provided.
Recording of any applicable test result, storing such results within the appropriate location.
Reporting and escalating all observed problems to Local SITA operational escalation points or remote support teams where needed.
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.
Complete and 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 SITA ITO SharePoint for recording and knowledge sharing.
Manage local suppliers in the provision of services for the SITA Field Operations centre and report on services provided to management via the daily diary.
Coach co-workers on operational process issues relying on strong working knowledge of the activities in the group.
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.
EDUCATION AND PROFESSIONAL QUALIFICATIONS
Minimum Degree level qualification in Computer Science, Electronic Engineering or equivalent in country IT qualification.
CompTIA Network or CompTIA Server+ certification
CCNA Cisco Certified Network Associate
ACMA Aruba Certified Mobility Associate
Minimum 3 - 5 years experience in the network, telephony, wireless & KVM Videowall Domain. Must have dealt directly with Internal & external customers delivering to SLAs
Experience of working in the Airport / Airline industry is considered a plus.
KNOWLEDGE AND SKILLS
Operating knowledge of Microsoft Office products.
Knowledge and understanding of LAN protocols.
Ability to support and troubleshoot Ethernet networks with the use of available tools.
Understanding and the ability to install and configure Cisco, Aruba, PaloAlto to component level.
Installation and configuration other bespoke hardware assets such as Broadband routers, KVM and Videowall installations.