Senior Specialist Field Ops
Overview:
WELCOME TO SITA
We're the team that keeps airports moving, airlines flying smoothly, and borders open. Our tech and communication innovations are the secret behind the success of the world’s air travel industry.
You'll find us at 95% of international hubs. We partner closely with over 2,500 transportation and government clients, each with their own unique needs and challenges. Our goal is to find fresh solutions and cutting-edge tech to make their operations run like clockwork.Want to be a part of something big?
Are you ready to love your job? The adventure begins right here, with you, at SITA.
ABOUT THE ROLE & TEAM
As a Senior Specialist Field Ops at Montreal Trudeau International Airport, you will perform field services according to SITA standards, ensuring customer satisfaction through top-notch on-site maintenance and support. You will also manage and assist the field services team to maintain service quality by implementing and improving processes and procedures.
You will be a part of the SITA Global Services Canada Team responsible for onsite support at Montreal ADM Airport.
WHAT YOU WILL DO- Ensure proper functioning and maintenance of all customer IT equipment and services.
- Respond to Service Desk requests promptly, within customer contract terms and SLAs.
- Act as the customer SPOC, coordinating onsite interventions with customers, internal resolver groups, and the Service Desk to maintain high levels of service and communication.
- Perform local repairs to the highest standards and coordinate resolution with the appropriate resolver group.
- Initiate timely returns of faulty equipment and monitor replacements according to maintenance contracts and SLAs.
- Manage the replacement and timely replenishment of faulty equipment and spares per availability and sparing policies.
- Ensure staff use appropriate tools and equipment for installations, interventions, and repairs as per Field Operations guidelines.
- Report and escalate observed problems to the correct SITA operational points.
- Provide guidance and direct management to the field services team to maintain high intervention and repair standards.
Qualifications:
ABOUT YOUR SKILLS- Skilled in installing and configuring end-user applications and software.
- Capable of analyzing, concluding, and solving complex customer problems.
- Effective at building relationships with peers and management.
- Strong customer service skills, proactive attitude, and ownership mentality.
- Ability to work in a team and handle rotating shifts.
- Knowledgeable in installing, configuring, and maintaining operating systems, including Windows Server and Windows 7 or later.
- Proficient in troubleshooting LAN topologies using TCP/IP, IPX/SPX, and NetBIOS with basic commands like PING and TRACEROUTE.
- Experienced in handling complex customer issues and demanding customers.
- Minimum of 2-3 years in application/system support, with direct customer interaction and SLA delivery.
- Effective written and interpersonal communication skills.
WHAT WE OFFER
SITA’s workplace is all about diversity, many different countries and cultures are represented in our workforce. We collaborate in our impressive offices, embracing a hybrid work format. As part of our global benefits, we offer:
🏡 Flex Week: Work from home up to 2 days/week (depending on your Team's needs).⏰ Flex Day: You may wish to flex your arrival time at the office to beat rush hours or leave earlier for personal commitments. We encourage open communication with your manager about your needs and routine.
🌎 Flex-Location: Enjoy up to 30 workdays of benefits, anywhere in the world!
🌿 Employee Wellbeing: Benefit from the Employee Assistance Program (EAP) provided by SITA, a yearly free service offering practical advice in various aspects of your life.
🚀 Professional Development: Enhance your skills with our training platforms, inclusive of LinkedIn Learning!
🙌🏽 Competitive Benefits: Access competitive benefits tailored to the local market and your employment status.
SITA is an Equal Opportunity Employer and values a diverse workforce. In support of our Employment Equity Program, women, aboriginal people, members of visible minorities, and/or persons with disabilities are encouraged to apply and self-identify in the application process.