Senior Specialist/Engineer Service at SITA

You will be part of a team who assure SITA's competitive strength and business growth through the provision of the highest quality technical Service Operations to SITA’s customers. You need to perform all Service Operations activities according to SITA standards and procedures, maximizing customer satisfaction by the delivery of first-class support activities. You need to provide the highest level of Service Operation availability, ensuring Systems and Products are properly configured and maintained. To manage and assist the Service Operations team to ensure service delivery quality is maintained through direct assistance in implementing and improving working processes and procedures.

Your role will involve

• Ensuring the correct functioning and maintenance of all internal and external systems and products serviced by Service Operations.
• Carrying out incident and problem management support to the highest standards and co-ordinate the resolution with the appropriate resolver groups.
• Ensuring shortest restoral times possible, initiating the timely escalations to specialized resolver groups inside and outside SITA, according to the customer contracts, SLAs and monitoring requirements.
• Manage the replacement of faulty equipment through the use of spares and ensuring the timely replenishment the spare according to prescribed availability and sparing policy.

We would like it if you have the below qualifications, knowledge and experiences

• Network protocols and services System & Applications
• Customer Service pro-activeness and ownership attitude and sense of service to support customers and own their issues until resolution to their satisfaction
• Ability to support troubleshoot analyse and investigate on proprietary systems
• Knowledge & ability to install and repair Desktop PCs Office Printers ATI Printers Switches Routers Hubs IP Phones Servers WAN connectivity equipment (Modems ISDN) and Cabling - to component level
• Knowledge & ability to install configure and maintain operating system software including Microsoft/Linux/Unix.
• Recognized industry certifications such as MCSE MCITP CCNA/CCNP RHSCA AIX Advanced.