Associate Field Engineer

SITA; Bengaluru; Hybrid; INR 350,000 - 600,000; Full time

Benefits offered by this job

Flex Week: Work from home up to 2 days

Flex Day

Flex-Location: up to 30 days travel

Employee Wellbeing program

Professional Development

Competitive Benefits

Job summary

SITA in Bengaluru is seeking a Field Service Engineer to deliver on-site IT hardware and network support, ensuring SLAs and seamless operations at airports and client sites.

You will troubleshoot LAN/WAN issues, install and configure servers/workstations, support end-user applications, and act as the main contact for customers during interventions. The role offers hybrid work, ongoing professional development, and competitive benefits.

Qualifications

• Minimum 1 year's onsite support experience.
• Experience dealing directly with external customers delivering SLAs.
• Experience working at customer locations.

Responsibilities

• Provide field operations support to internal and external customers per contract and SLAs.
• Maintain Self bag Drops and IT equipment and services.
• Perform onsite interventions as per Service Desk requests within SLAs.
• Coordinate onsite interventions as customer SPOC with internal resolver groups.
• Carry out local repairs and coordinate resolutions with resolver groups.
• Manage replacements of faulty equipment using spares and ensuring timely replenishment.
• Adhere to installation guidelines and Field Operations best practices.
• Use appropriate tools to perform installation interventions and repairs.
• Report and escalate observed problems to proper escalation points.
• Carry out preventive maintenance per schedule and manufacturer specs.
• Coordinate local acceptance testing with customers and third parties.
• Complete TimeCard Daily Diary accurately; log field data in Service Hub.

Skills

LAN/WAN troubleshooting

OS install & config

Customer-facing delivery

MS Office knowledge

Ethernet troubleshooting

Education

Diploma / Certificate in Computer Science or Electronic Engineering

CompTIA A+ (in progress)

Tools

VSAT knowledge

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

To assure SITA's competitive strength and business growth through the provision of the highest quality technical field services to SITA customers in airports or at their premises.Perform all field services activities according to SITA standards and procedures maximizing customer satisfaction by the delivery of first class on-site field maintenance and support activities. Roles performed in the context of Internal Desktop vary slightly in the sense that the main customers are Internal at SITA specific Airline/Airport experience is not necessary and that there are no specific billing responsibilities. For the technical competencies only a high level knowledge of LAN Protocol Troubleshooting WAN Troubleshooting and LAN Equipment Configuration is necessary and knowledge/experience on specific tools is not required. The roles are subject to following policy and procedure and will be responsible at country level only.

Key Responsibilities

• Provide field operations support to internal and external customers in accordance with the terms of the customer contract and Service Level Agreements (SLAs).
• To ensure the correct functioning and maintenance of all Self bag Drops support and internal and external customer IT equipment and services.
• Perform onsite interventions as a result of a Service Desk request as soon as possible and within the terms of the customer contract and SLAs.
• When required act as the customer SPOC and co-ordinate the scheduling of the onsite intervention with Customer's internal resolver groups and the Service Desk ensuring the highest level of customer services and communications are maintained to resolve the fault and incident within the prescribed SLA.
• Carry out local repairs of faulty equipment and services to the highest standards and co-ordinate the resolution with the appropriate resolver group.
• Ensure shortest possible repair cycle by initiating the timely return of faulty SITA and Customer equipment according to the customer maintenance contract and SLAs and monitoring closely the replacement of faulty items and spares.
• 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.
• Adhere to installation guidelines and industry best practices in order to deliver quality Field Operations.
• Use the appropriate tools and equipment to perform the installation intervention and repairs in accordance with the Field Operations guidelines and instructions where provided.
• Reporting and escalating all observed problems to proper SITA operational escalation points.
• Carry out preventive maintenance of equipment in accordance with agreed schedules and to manufacturer specifications.
• Perform tests on hardware and software components and be responsible for the co-ordination of local acceptance testing with Customers and 3rd parties.
• Complete TimeCard Daily Diary accurately and on time.
• Ensure that all the required Field Service data is provided and recorded in the correct fields in the SITA Service Hub record for all assigned Incidents & Change Orders.

Qualifications

EXPERIENCE

• Minimum 1 year's experience in onsite support activities and repairs of PCsPrintersand LAN WAN equipment.
• Must have dealt directly with external customers delivering to SLAs.
• Experience of working at Customer locations.

Knowledge & Skills

• Operating knowledge of Microsoft Office products.
• Knowledge and understanding of LAN protocols
• Ability to support and troubleshoot Ethernet networks.
• Understanding and the ability to install and configure servers and workstations (Microsoft/Unix/Thin Clients) including operating system software to component level.
• Installation and configuration of end user applications and software.
• Understanding of WAN infrastructures and data communications technologies such as DSL ISDN Leased Lines IP VPN Frame Relay ATM.
• Knowledge and understanding of VSAT required for some regions.

Education & Qualifications

• Minimum Diploma / Certificate in Computer Science Electronic Engineering or equivalent country IT qualification.
• Working towards CompTIA A+

PROFESSION COMPETENCIES

• Airline Applications
• Hardware Install & Repair
• LAN Equipment Configuration
• LAN Protocol Troubleshooting
• LAN Topology Troubleshooting
• O/S Install & Configuration
• S/W Install & Configuration
• WAN Troubleshooting

CORE COMPETENCIES

• Adhering to Principles & Values
• Communication
• Creating & Innovating
• Customer Focus
• Impact & Influence
• Leading Execution
• Results Orientation
• Teamwork

What We Offer

• 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.

Salary / Compensation Note

Hidden (-999)