Overview

WELCOME TO SITA

SITA is the leading specialist in air transport communications and information technology. We don’t just connect the global aviation industry, we apply decades of experience and expertise to address almost every core business, operational, baggage, and passenger process in air transport. As an organization, we cover 95% of all international air travel destinations and work with over 2,800 air transport and government customers in every corner of the globe. Immerse yourself in the dynamic world of technology while embracing our collaborative, and inclusive culture.

As Systems Administrator you will perform all Service Operations activities onsite according to SITA standards and procedures maximizing customer satisfaction by the delivery of first-class support activities. You will be accountable for assuring SITA's competitive strength and business growth through the provision of the highest quality technical Service Operations to SITA customers. 

Reporting to the Customer Success Manager you will be a part of the Service Operations Team. 

At SITA, we achieve more, together. Are you ready to join us?

WORK ENVIRONMENT

• To provide onsite support to Users during the cutover of the services
• When/where required be contactable for escalations and support on an on-call standby basis (On calls generally 6pm-11pm bi-weekly)
• Be available to work irregular hours and overnights as needed
• Normal working hours are applicable (generally 8am- 12pm, 2pm-6pm)

WHAT YOU WILL DO

• Provide Service Operations support to internal and external customers as both a team player and a standalone service provider in various airport places.
• Ensure the correct functioning and maintenance of all internal and external systems and products serviced by Service Operations
• Carry out incident and problem management support to the highest standards and co-ordinate the resolution with the appropriate resolver groups.
• Following-up the level 1 provider for repair and replace (swap) of the faulty hardware.
• Proactively detect problems related to service and infrastructure operations and delivery services conduct diagnostics and provide service request ownership to ensure resolution of customer problems.
• Report and escalate to the next level those problems which cannot be fixed Adhere to installation guidelines and industry best practices in order to deliver quality service and infrastructure operations.
• Perform Change Management Configurations Design and Implementation of the supported Product & Systems
• Update Customer and System Software according to global work orders. Conducts the analysis definition documentation.
• Manage local suppliers in the provision of services for the SITA Service Operations centers and report on services provided to management.
• Conducts the analysis definition documentation and testing of application & systems enhancements.
• Continuously identify and document lessons learnt known errors and operational knowledge for improved services

Qualifications

WHO YOU ARE

• Customer Service pro-activeness and ownership attitude.
• Sense of service to support customers and own their issues until resolution to their satisfaction.
• Ability to work effectively as part of a team player with the capability for providing stand-alone service support.
• Capable of managing customers' needs and balancing operational constraints
• Attitude to work under pressure and ability to being tireless.
• Attitude to continuous improvement, learning on the job, and learning by training .
• Ability to work towards objectives.
• Being flexible and Ability to be self-driven at work.
• Team-spirit attitude and dynamic behaviour.

EXPERIENCE

• German/Swiss German mother tong and fluency in English
• Minimum 2 - 3 years’ experience in applications/systems support and networking
• Must have dealt directly with external customers delivering to SLAsMinimum 2 - 3 years’ experience in Microsoft Server/Client management Environment (WinServer 2016)
• Proven experience in a VMWARE/Virtualization environment
• Hardware experience: Igel (preferred)
• DBA knowledge and troubleshooting experience
• Ability to troubleshoot LAN topologies based on TCP/IP protocols and good understanding of network infrastructure
• Knowledge of ITIL IT and network components and principles
• Diploma / Certificate in Computer Science Electronic Engineering or equivalent Telecommunications in country qualification.
• Good physical condition is required – the role supports extensive area at the airport and the walking distances may be long

NICE-TO-HAVE

• ITIL Foundation V4 Certificate is desirable
• Experience working in the Airport / Airline industry is considered an advantage 

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.

For your security, during a SITA hiring process:

• Never respond to an email asking for a payment, your credit card number or a copy of your bank details;

• Always check the sender's address before opening the message. For SITA, the address must be equal to “givenname.surname@sita.aero”. Otherwise, it is a fraudulent message;

• All open positions are published on SITA official website and we encourage candidates to apply through it directly.

In case of issues with uploading your CV or accessing the application system, please contact us @ careers@sita.aero