Senior Technical Support Specialist(Infrastructure & Networking exp)

SITA; Riyadh; On-site; SAR 150,000 - 200,000; Full time

Job summary

At SITA, the Senior Technical Support Specialist plays a vital role in facilitating real-time remote support, diagnosing technical issues while collaborating with cross-functional teams. Candidates should possess a degree in engineering or computer science and have significant experience in troubleshooting and data governance. Join SITA to contribute to transformative solutions in the air travel industry.

Benefits

Comfortable offices

Remote work options

Vibrant workplace culture

Qualifications

• 3-5 years experience in field service including installation and maintenance.
• 3-5 years remote technical support experience.
• Industry-relevant certifications such as Microsoft Certified: Data Analyst Associate or ITIL.

Responsibilities

• Provide remote support for diagnosing and resolving technical issues.
• Act as escalation point for complex issues.
• Collaborate with teams to suggest improvements.

Skills

Troubleshooting

Collaboration

Remote diagnostics

Data governance

Education

Bachelor's degree in engineering, computer science, or related field

Tools

Remote monitoring tools

Job description

Senior Technical Support Specialist (Infrastructure & Networking experience)

Overview

WELCOME TO SITA
We're the team that keeps airports moving, airlines flying smoothly, and borders open. Our tech and communication innovations are the secret behind the success of the world's air travel industry. You'll find us at 95% of international hubs. We partner closely with over 2,500 transportation and government clients, each with their own unique needs and challenges. Our goal is to find fresh solutions and cutting-edge tech to make their operations run like clockwork. Want to be a part of something big? Are you ready to love your job? The adventure begins right here, with you, at SITA.

About The Role & Team

A Senior Technical Support Specialist is responsible for providing real-time remote support to field service engineers, diagnosing and resolving technical issues with equipment or systems. They offer step-by-step guidance during installation, maintenance, and repair tasks. Acts as an escalation point for complex technical issues that field service engineers cannot resolve onsite. Uses remote diagnostic tools to identify root causes and provides instructions for resolution, including any related software or firmware upgrades. Maintains detailed records and shares technical knowledge with field engineers to improve efficiency. Collaborates with cross-functional teams to resolve issues and ensure adherence to safety protocols and best practices.

What You’ll Do

• Provide real-time remote support to field service engineers, diagnosing and resolving technical issues.
• Remotely diagnose and resolve technical issues with equipment or systems promptly.
• Act as an escalation point for complex technical issues, utilizing remote diagnostic tools.
• Collaborate with product development, engineering teams, and support specialists to escalate unresolved issues and recommend improvements.
• Share technical knowledge, troubleshooting tips, and best practices to enhance team skills.
• Utilize remote monitoring tools to track system performance and proactively address recurring issues.
• Stay updated on product knowledge and industry trends to improve service quality.

Data Stewardship

• Implement data governance policies defined by the Data Owner and ensure compliance.
• Monitor data quality, consistency, and compliance continuously.
• Serve as a subject matter expert for data, answering queries and guiding usage.

Qualifications

• Bachelor's degree in engineering, computer science, information systems, or related field.
• Proven experience in field service roles (3-5 years recommended).
• Experience providing remote technical support with diagnostic tools (3-5 years preferred).
• Familiarity with data stewardship, governance, and quality monitoring (3-5 years).
• Experience working with cross-functional teams to resolve issues and improve service.
• Customer-facing experience with technical guidance and relationship management.
• Applicants must be Saudi nationals.

Certifications

• Industry-relevant certifications such as Microsoft Certified: Data Analyst Associate, ITIL, or related.
• Technical support tool certifications like CompTIA are advantageous.

What We Offer

We're committed to diversity, operating in 200 countries and speaking 60 languages and cultures. We pride ourselves on an inclusive environment with comfortable, fun workplaces, including options to work from home. Join us and take a step closer to your best life ever.