Airport Service Agent/ Field Ops Assistant [Germany]

 

Overview:

As Airport Service Agent/ Field Ops Assistant you will assure SITA's competitive strength and business growth through the provision of the highest quality technical field services to SITA customers in airports or at their premises. You will be accountable for performing 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.

Reporting to the Customer Success Manager, you will be a part of the Airport Service Agent Team responsible for improving customer experience through incident reduction and delivering on all client requirements through field service activities at Frankfurt Airport.

At SITA, we achieve more, together. Are you ready to join us?

Working environment/availability required:

• Must be available to work 2 shift rotations (6:00-14:00, 14:00-22:00, 7 days a week)
• Shift rotation of 7 days on, 3 days off, followed by a switch from AM to PM or PM to AM
• This role is fully on site, requiring long periods of standing, walking (approx. 20k steps per day) and ability to lift, up to 5kg.

What You Will Do

• 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 of kiosks and devices, and cleaning of all internal and external customer IT equipment.
• Perform onsite non-technical support to Users for all Service Desk requests as soon as possible and within the terms of the customer contract and SLAs, arrange/schedule technical interventions with Field Engineers as necessary.
• Ensure shortest possible repair cycle (shipping of repairs, requesting warranties, etc) 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 ensuring timely replenishment.
• When supporting installation activities, adhere to installation guidelines and industry best practices to deliver quality Field Operations.
• Reporting and escalating all observed problems to proper SITA operational escalation points.
• Perform tests on hardware and software components and be responsible for the co-ordination of local acceptance testing with Customers and 3rd parties.
• Ensure that all the required Field Service data is provided and recorded in the correct fields in the SITA Service Gateway record for all assigned Incidents & Change Orders, and proactive tasks.
• 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 that the highest level of customer services and communications are maintained to resolve the fault and incident within the prescribed SLA.
• Use the appropriate tools and equipment to perform troubleshooting activities remotely during incident management.

Qualifications:

Who You Are

• Minimum 1 years’ 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.
• Operating knowledge of Microsoft Office products.
• Knowledge and understanding of ITIL v4 Foundations.
• Understanding and the ability to install and configure servers and workstations (Microsoft/Unix/Thin Clients) including operating system software to component level.
• Installation and configuration of end user applications and software.
• Vocational Diploma in the field of IT or equivalent work experience.
• Working towards CompTIA A+ Certification.
• Written and spoken working proficiency of the English and German language.

What We Offer

SITA’s workplace is all about diversity: many different countries and cultures are represented in our workforce, and colleagues who’ve been working here for decades collaborate with those just out of college and early in their careers. SITA is a place of change and constant improvement, where we're always pushing ourselves to find better ways of doing things: smarter, quicker, easier, for us and our customers and for their customers too.

And we offer all the good stuff you’d expect like holidays, bonus, flexible benefits, medical policy, pension plan and access to world class learning.

Welcome to SITA

SITA is the world’s 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.

We design, build, and support technology solutions all with one vision to create easy air travel every step of the way. 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. Are you ready to explore the opportunities?

For your security, during a SITA hiring process:

• Never respond to an email asking for a payment, your credit card number or a copy of your bank details;
• Always check the sender's address before opening the message. For SITA, the address must be equal to “givenname.surname@sita.aero”. Otherwise, it is a fraudulent message;
• All open positions are published on SITA official website and we encourage candidates to apply through it directly.

In case of issues with uploading your CV or accessing the application system, please contact us @ careers@sita.aero

 

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