Senior Technical Support Specialist(Infrastructure & Networking exp)

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

A Senior Technical Support Specialist is responsible for providing real-time remote support to field service engineers, diagnosing and resolving technical issues with equipment or systems. Offers step-by-step guidance during installation, maintenance, and repair tasks. Acts as an escalation point for complex technical issues that field service engineers cannot resolve onsite unaided. Uses remote diagnostic tools to identify root causes and provides instructions for resolution, including any related software or firmware upgrades. Maintains detailed records and shares technical knowledge with field engineers to improve efficiency. Collaborates with cross-functional teams to resolve issues and ensure adherence to safety protocols and best practices

What You’ll Do

Technical Support Engineering

• Provide real-time remote support to field service engineers, diagnosing and resolving technical issues with equipment or systems.
• Remotely diagnose and resolve technical issues with equipment or systems in a timely manner.
• Act as escalation point for complex technical issues that field engineers cannot resolve on-site, utilizing remote diagnostic tools to analyze performance and identify root causes.
• Collaborate with product development, engineering teams, and the PSO Service Support Specialist to escalate unresolved technical issues or product defects and recommend improvements.
• Share technical knowledge, best practices, and troubleshooting tips with field engineers to enhance their skills and efficiency.
• Utilize remote monitoring tools to track system performance in real-time, proactively assisting field engineers and addressing recurring issues
• Stay updated on product knowledge and industry trends to enhance service quality.
  
  
  

Data Steward

• Implement data governance policies defined by the Data Owner and ensure adherence to standards.
• Monitor data quality, consistency, and compliance on an ongoing basis.
• Act as a subject matter expert (SME) for data in their area, answering queries and guiding usage.
  
  
  

Qualifications

ABOUT YOUR SKILLS:

• Proven experience in field service roles, including installation, maintenance, and troubleshooting of technical equipment or systems (3-5 years recommended).
• Experience providing remote technical support to field engineers or customers, utilizing diagnostic tools and remote assistance software (3-5 years preferred).
• Familiarity with data stewardship roles, including implementing data governance policies and monitoring data quality, with hands-on experience in a data-centric role (3-5years).
• Experience collaborating with cross-functional teams (e.g., product development, engineering, or customer service) to resolve technical issues or improve service delivery.
• Demonstrated experience in customer-facing roles with a focus on technical guidance, training, and maintaining strong client relationships.
  
  
  

Educational Background

• Bachelor’s degree in engineering, computer science, information systems, or a related technical field.
• Specialized coursework or certifications in data governance, analytics, or a related field are a plus.
  
  
  

Certifications

• Industry-relevant certifications such as Microsoft Certified: Data Analyst Associate, ITIL Certification, or related field-specific accreditations.
• Certifications in technical support tools or platforms, such as CompTIA certifications, are advantageous.
  
  
  

Education & Qualifications

Diploma / Certificate in Computer Science Electronic Engineering or equivalent Telecommunications in-country qualification.- Applicable vendor / technology entry level certification or equivalent work experience in particular: MCSA MCTS CCNA Linux/Oracle entry level AIX Specialist- ITIL Foundation Certificate

What We Offer

We're all about diversity. We operate in 200 countries and speak 60 different languages and cultures. We're 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. Find out what it's like to join our team and take a step closer to your best life ever.

Flex Week: Work from home up to 2 days/week (depending on your team's needs)

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 have got you covered with our Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year. We also offer Champion Health - a personalized platform that supports a range of wellbeing needs.

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.