Engineer Field Ops

Beijing
Permanent
Full-time

1 month ago

Job Description:OverviewWELCOME TO SITAAt 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 79% of 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.PURPOSETo assure SITA's competitive strength and business growth through the provision of the highest quality technical field services to SITA customers in airports 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. To manage and assist the field services team to ensure service delivery quality is maintained through direct assistance in implementing and improving working processes and procedures. 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).
To ensure the correct functioning and maintenance of all internal and external customer IT equipment and services.
Perform onsite interventions as a result of a Service Desk request as soon as possible and within the terms of the customer contract and SLAs.
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.
Carry out site surveys for new customer premises for preparation for new product and services installation under the guidance of senior team members.
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.
Reporting and escalating all observed problems to proper SITA operational escalation points.
Carry out preventive maintenance of equipment in accordance with agreed schedules and to manufacturer specifications.
Report on the monthly performance of the workshop and provide feedback to the Global Operations regional management teams.
Perform tests on hardware and software components and be responsible for the co-ordination of local acceptance testing with Customers and 3rd parties.
Complete AVMA Daily Diary accurately and on time.
Ensure that all the required Field Service data is provided and recorded in the correct fields in the SITA Service Hub record for all assigned Incidents & Change Orders
Manage local suppliers in the provision of services for the SITA Field Operations centre and report on services provided to management.
Confirm and prioritize day-to-day tasks as and when needed.
Coach co-workers on operational process issues relying on strong working knowledge of the activities in the group.

QualificationsEXPERIENCE

Experience in Windows domain, VMWware vSphere, Linux system operation and maintenance, and LAN routing and switching experience preferred.
Experience in IT system operation and maintenance services preferred;
Customer service experience preferred;
Experience of working in the Airport / Airline industry preferred.

KNOWLEDGE & SKILLS

Familiar with Windows server and Windows domain. Microsoft MCSA/MCSE/MCTS/MCITP certification preferred;
Master the knowledge of TCP/IP network. CISCO CCNA/CCNP/CCIE or Huawei HCIP/HCIE certification preferred.
Master the knowledge of Linux system. Linux-related certification preferred;
Master the knowledge of VMWware vSphere virtual architecture. VMWware VCP certification preferred;
Familiar with SQL-related knowledge preferred;
Familiarity with ITIL or ITTIL related service management practices preferred

PROFESSION COMPETENCIES

good communication, expression, and learning skills;
Good team spirit, professionalism, and strong sense of responsibility;
Good problem analysis and solution capability;
No illegal or criminal record
Airline Applications
Hardware Install & Repair
LAN Equipment Configuration
LAN Protocol Troubleshooting
LAN Topology Troubleshooting
O/S Install & Configuration
S/W Install & Configuration
WAN Troubleshooting

CORE COMPETENCIES

Adhering to Principles & Values
Communication
Creating & Innovating
Customer Focus
Impact & Influence
Leading Execution
Results Orientation
Teamwork

EDUCATION & QUALIFICATIONS

Bachelor's degree or above, major in computer science or electric engineering related;
College English Level 4 (CET4) or above, with good English listening and speaking skills;

Main job responsibilities:

Management and maintenance of Windows servers and Windows domain;
Linux system management and maintenance;
SQL database management and maintenance;
LAN network management and maintenance
System inspection, backup, recovery, fault diagnosis and resolution;
Software installation, maintenance and troubleshooting
IT project implementation;
Serving customer in accordance with ITIL best practice standards;
Customer communication;

Work location: Beijing Capital International Airport with irregular hours. Must be able to work on a shift duty basis including weekends/public holidays.Shift system: 7x24 shift , need to work on holidays (overtime compensation is provided according to national regulations).WHAT WE OFFERWe'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 have 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: At SITA, we believe growth fuels innovation. Our learning ecosystem offers access to world-class platforms and programs designed to help you thrive. From LinkedIn Learning, Microsoft's Enterprise Skills Initiative, and Airport Council International -available to all employees-to specialized solutions like Pluralsight for technology upskilling, Harvard Business Publishing for people leadership, Stanford for strategic development and many others, we align learning opportunities with your Development Plan and our business priorities. Your development journey is supported every step of the way.🙌 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.

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