Associate Technician Field Ops

SITA Switzerland Sarl•Denver, CO

5d•Hybrid

About The Position

This role supports SITA’s growth by delivering high-quality technical field services to customers onsite or at airports. Work is performed according to SITA standards, with a focus on excellent customer satisfaction. For Internal Desktop roles, customers are primarily internal, airline/airport experience isn’t required, and there are no billing duties. A general understanding of LAN/WAN troubleshooting and configuration is needed, with responsibilities limited to the country level.

Requirements

At least 1 year of experience in onsite IT support and equipment repairs (PCs, printers, LAN/WAN).
Proven ability to work directly with external customers.
Experience meeting Service Level Agreements (SLAs).
Hands-on support at customer locations.
Strong troubleshooting and customer service skills.
Diploma or certificate in Computer Science, Electronic Engineering, or equivalent local IT qualification.
Currently pursuing or working towards CompTIA A+ certification.

Responsibilities

Provide field support to internal and external customers, ensuring alignment with SLAs and contracts.
Maintain and troubleshoot customer IT equipment to ensure proper functionality.
Perform onsite interventions promptly following Service Desk requests.
Act as the customer’s SPOC when needed, coordinating with internal teams and the Service Desk.
Repair faulty equipment locally and escalate to resolver groups when necessary.
Minimize repair cycles by initiating quick returns and replacements of faulty equipment.
Manage spare parts usage and ensure timely replenishment based on policy.
Follow installation guidelines and use proper tools to complete tasks to high standards.
Conduct preventive maintenance and coordinate acceptance testing with customers and third parties.
Accurately log service details and complete all required documentation, including the AVMA Daily Diary.