IT Network Field Technician - Heathrow in London

WELCOME TO SITA, where 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 will 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 are proud to be recognised 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. Are you ready to love your job? The adventure begins right here, with you, at SITA.

ABOUT THE ROLE & TEAM: To assure SITA's competitive strength and business growth through the provision of the highest quality Smart hands field services to Heathrow in airport and at their premises. Perform all field services activities according to SITA standards and procedures, maximising customer satisfaction by the delivery of first-class on-site field maintenance and support activities. For the technical competencies, only a high-level knowledge of LAN protocol troubleshooting, WAN troubleshooting, and LAN equipment configuration is required. Knowledge and experience in infrastructure support are also necessary. This is a daytime position, Monday to Friday, with the possibility of additional resourcing requirements when needed.

WHAT YOU'LL DO:

• Provide field operations support to internal and external customers delivering to SLAs.
• Take ownership for the timely resolution of all Incidents and Requests working with local and global resolver groups as well as third parties.
• Perform onsite interventions in response to Service Desk ITSM ticket allocation.
• Carry out local fault investigations, repairs of faulty equipment and services including hardware replacements to the highest standards.
• Carry out site surveys for new customer premises for preparation for new product and services installation under the guidance of senior team members.
• Deployment and installation of equipment to the customer premise, configuring to the specification/design where required and testing before handing over to the customer.
• Carry out preventive maintenance of equipment in accordance with agreed schedules and to manufacturer specifications.
• Perform tests on hardware and software components and local acceptance testing with Customers and 3rd parties.
• Complete an Operations Daily Diary providing an accurate account of the day/shift events.
• Ensure that all the required Field Service data and knowledge articles are provided and recorded in the correct libraries within the customer Knowledge Base.
• Work as a team to maintain operational process, knowledge to assist others.
• Be contactable for escalations and support, on-call standby basis for emergencies.

ABOUT YOUR SKILLS:

• Minimum 3-5 years of experience as a Field Technician or in the Network, Telephony, Wireless, and KVM Videowall domain.
• Must have direct experience working with internal and external customers, delivering to SLAs.
• Ability to support and troubleshoot Ethernet networks and Fibre Optic cabling using available tools.
• Understanding of, and ability to install and configure, Cisco, Aruba, PaloAlto, and SCN equipment to component level.
• Experience in installing and configuring other bespoke IT hardware assets.
• Must hold a valid UK Drivers License with no or minimal endorsements; onsite vehicle provided; airside driving training provided.
• Must undergo aviation security and vetting checks to successfully obtain an airside ID.
• Desirable certifications: CompTIA Network or CompTIA Network+, CCNA.
• Desirable: ITIL Foundation certification.

NICE-TO-HAVE: Experience working in a similar support role at Heathrow or within the Airport/Airline industry.

WHAT WE OFFER: We operate in 200 countries and speak 60 different languages and cultures. We are 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. 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’ve got you covered with our Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year. Professional Development: Level up your skills with our training platforms, including LinkedIn Learning! 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.