Job Description
Overview WELCOME TO SITA 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 79% of 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. PURPOSE The Associate Field Technician / Service Desk Specialist is responsible for providing first-level technical support and service coordination for airport IT systems. The role acts as a key interface between the customer, internal technical teams, and third-party service providers, ensuring efficient incident handling, issue resolution, and continuity of operations at the airport. WHAT YOU'LL DO Handle customer incidents and service requests via phone/email. Log, track, and manage tickets in SITA systems. Provide first-level troubleshooting and escalate issues when needed. Coordinate with internal teams and third-party providers for resolution. Monitor ticket progress and communicate updates to stakeholders. Support on-site technical activities and occasional projects. Ensure compliance with SLAs, processes, and documentation standards. Qualifications ABOUT YOUR SKILLS Basic understanding of IT infrastructure and networking concepts such as routers, switches (Cisco or similar) and network connectivity troubleshooting Knowledge of Microsoft environments (Windows OS, basic system support) Experience with or understanding of ticketing / incident management systems Ability to perform basic diagnostics and remote troubleshooting General hardware and IT support knowledge (end-user devices, airport systems is a plus) Ability to quickly learn new systems and tools. PROFESSIONAL COMPETENCIES Customer-oriented mindset with strong communication skills Ability to work in a structured, process-driven environment Strong coordination and stakeholder management skills Problem-solving mindset with attention to detail Ability to manage repetitive tasks with accuracy and consistency Team player with strong collaboration skills, especially in a small/local team Adaptability and willingness to support operational and project activities Proactive attitude and sense of responsibility Ability to work on-site and independently when needed 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: At SITA, we believe growth fuels innovation. Our learning ecosystem offers access to world-class platforms and programs designed to help you thrive. From LinkedIn Learning, Microsoft's Enterprise Skills Initiative, and Airport Council International -available to all employees-to specialized solutions like Pluralsight for technology upskilling, Harvard Business Publishing for people leadership, Stanford for strategic development and many others, we align learning opportunities with your Development Plan and our business priorities. Your development journey is supported every step of the way. 🙌 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.
ABOUT YOUR SKILLS Basic understanding of IT infrastructure and networking concepts such as routers, switches (Cisco or similar) and network connectivity troubleshooting Knowledge of Microsoft environments (Windows OS, basic system support) Experience with or understanding of ticketing / incident management systems Ability to perform basic diagnostics and remote troubleshooting General hardware and IT support knowledge (end-user devices, airport systems is a plus) Ability to quickly learn new systems and tools. PROFESSIONAL COMPETENCIES Customer-oriented mindset with strong communication skills Ability to work in a structured, process-driven environment Strong coordination and stakeholder management skills Problem-solving mindset with attention to detail Ability to manage repetitive tasks with accuracy and consistency Team player with strong collaboration skills, especially in a small/local team Adaptability and willingness to support operational and project activities Proactive attitude and sense of responsibility Ability to work on-site and independently when needed 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: At SITA, we believe growth fuels innovation. Our learning ecosystem offers access to world-class platforms and programs designed to help you thrive. From LinkedIn Learning, Microsoft's Enterprise Skills Initiative, and Airport Council International -available to all employees-to specialized solutions like Pluralsight for technology upskilling, Harvard Business Publishing for people leadership, Stanford for strategic development and many others, we align learning opportunities with your Development Plan and our business priorities. Your development journey is supported every step of the way. 🙌 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.