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.
About The Role & Team
As the
Associate Customer Support, you will be primary point of contact for customers and has the responsibility to ensure that incidents are resolved, and change requests handled within the agreed SLA. You will be accountable for all incidents from opening to closing and must work with and chase all involved resolver groups to comply with SLAs.
What You Will Do
- Provide Service Operations support to internal and external customers in accordance with the terms of the customer contract and SLAs.
- To ensure the correct functioning and maintenance of all internal and external systems and products serviced by Service Operations
- When required act as the customer SPOC and co-ordinate the scheduling of intervention with Customer's internal resolver groups and the Customer Support ensuring the highest level of customer services and communications are maintained to resolve the fault and incident within the prescribed SLA.
- Ensure shortest possible restoration times by initiating the timely escalations to specialized Resolver groups inside and outside SITA according to the customer contracts and SLAs and monitoring requirements.
- To proactively detect events related to Service Operations services conduct diagnostics, and provide service request ownership to ensure resolution of customer faults.
- Reporting and escalating all observed incidents to proper SITA operational escalation points
- When/where required, perform assigned tasks on 24 x 7 shifts basis
- Provide professional support and assistance to SITA customers to understand their issues and open incidents for resolution by the SITA support organization with all the relevant and required information.
- Attempt resolution of incidents at level 1 whenever possible and diagnose possible incident cause for referring incidents to the right resolver group.
- Monitor incident resolution progress and chase up resolver groups for updates and resolution as per the defined product or customer SLA.
- Work closely with all resolver groups including third party vendors to ensure timely resolution of all incidents
- Key role in influencing customer satisfaction by the way he/she interacts with the customers especially when dealing with them on the phone.
Who You Are
- Bachelor’s degree in computer science, Computer Engineering, or relevant IT disciplines
- 0-1 years of experience in technical support, customer support or any related fields in IT industry. Preferably in a network service support environment.
- Good knowledge and understanding of Network and Connectivity
- Customer-specific services and solutions (for dedicated support)
- Exposure to ITIL and network components and principles
- Candidates who are CCNA certified will have an added advantage
- Good knowledge in Microsoft products (Windows 11, MS Teams, office 365)
- Excellent customer communication skills, both verbal and written in English
Qualifications
Nice-to-Have:
- Basic knowledge and understanding of Network protocols.
- Basic technical skills in networking, including LAN/WAN, routing, switching, wireless, and VPN technologies.
- Product and Service knowledge in one or several of the following areas at beginner level:
- Desktop services
- Network Services
- Customer-specific services and solutions (for dedicated support)
- Exposure to ITIL and IT and network components and principles
- Experience working with IT network equipment (CISCO, Huawei, Juniper etc)
- Demonstrated maturity in handling complex customer issues and irritated customers
- Excellent customer communication skills, both verbal and written in English.
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.
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Flex Week: Work from home up to 2 days/week (depending on your team's needs)
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Flex Day: Make your workday suit your life and plans.
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Flex-Location: Take up to 30 days a year to work from any location in the world.
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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.
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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.
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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.
