Field Technician/ Specialist

SITA Switzerland Sarl•Denver, CO

65d•Hybrid

About The Position

At 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 our employees and certified in most of our growing locations. Here, we feel empowered, supported, and inspired to grow. The Field Technician/Specialist role ensures SITA’s growth by delivering high-quality technical Service Operations to customers. This role performs all activities to SITA standards, focusing on customer satisfaction and reliable support, and maintains optimal availability of systems and products through proper configuration and upkeep. It also supports continuous improvement of service delivery by enhancing processes and procedures.

Requirements

2–3 years of experience in network and/or application/system support.
Proven track record of working directly with external customers and meeting SLAs.
2–3 years of experience in the ACM domain (where applicable).
Familiarity with operations in the Airport or Airline industry.
Strong understanding of service delivery in high-availability environments.
Diploma or certificate in Computer Science, Electronic Engineering, Telecommunications, or equivalent in-country qualification.
Entry-level certification or equivalent experience in technologies such as MCSA, MCTS, CCNA, Linux/Oracle, or AIX.
ITIL Foundation Certificate.

Responsibilities

Provide Service Operations support to internal and external customers, following contract terms and SLAs.
Ensure systems and products are functioning correctly and maintained to required standards.
Act as the customer SPOC when needed, coordinating interventions with resolver groups and the Service Desk.
Handle incident and problem management, ensuring issues are resolved or escalated promptly.
Manage equipment replacement using spares and ensure timely stock replenishment based on policies.
Monitor systems proactively, detect issues, perform diagnostics, and own service requests to resolution.
Follow best practices and guidelines for installations, repairs, and infrastructure operations.
Support service continuity by performing preventive maintenance and participating in change management.
Coordinate with local suppliers and report service performance to management.
Provide on-call or shift-based support when required and assist during service cutovers.
Track Chronic issues and effectively communicate with the collective team on trends.