Senior Engineer Field Ops

What You Will Do

• 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.
• Ensure that all staff adheres to installation guidelines and industry best practices in order to deliver quality Field Operations.
• Ensure that all staff 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.
• To ensure the field services team adheres to the highest working standards for all interventions and repair targets by providing guidance, support and direct management.
• Manage the first line responsibility and budgets for the local maintenance facility, field operations service provided and escalations in the absence of the Lead Engineer.
• Perform tests on hardware and software components and be responsible for the co-ordination of local acceptance testing with Customers and 3rd parties.
• Manage local suppliers in the provision of services for the SITA Field Operations centre and report on services provided to management.
• Coach junior team members.
• Direct and support the junior team members in the management, reporting, and co-ordination of day-day tasks during absence of the Lead Engineer.
• 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.
• Support Management on escalated issues, as and when required. In the support of the performance management process, provide personal feedback on performance of co-workers to the Lead engineer.

Qualifications

• Minimum Degree level qualification in Computer Science, Electronic Engineering or equivalent in country IT qualification.
• Cisco - CCNA or Microsoft MCSA in WIN Client and/or Server.
• VSAT Certification preferred (for some regions)
• Other certifications may be required depending on the SITA products to be supported.
• At least 3 - 4 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 managing a team in supervisory or management role preferred.
• Experience of working at Customer locations.
• Experience of working in the Airport / Airline industry

Operating knowledge of Microsoft Office products.

• Knowledge and understanding of LAN protocols
• Ability to support and troubleshoot Ethernet networks.
• 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.
• Understanding of WAN infrastructures and data communications technologies such as DSL, ISDN, Leased Lines, IP VPN,Frame Relay, ATM.
• Knowledge of ITIL and Service Management practices and procedures
• Ability to support Cisco LAN/WAN equipment
• Knowledge and understanding of VSAT required for some regions.