Associate Technician Field Ops

SITA Group; Malta (MT); Hybrid; USD 22,000 - 27,000; Full time

Benefits offered by this job

Flex Week: Work from home up to 2 days

Flex Day: Flexible workday

Flex-Location: Up to 30 days remote

Employee wellbeing program

Professional development opportunities

Competitive benefits

Job summary

SITA is hiring for an ITSM and SLA Management role at Malta International Airport, focusing on operational ticket execution and SLA monitoring. You will manage tickets in Fresh Service and Service Gateway, coordinating with responsible teams to ensure timely resolution and closure.

Reporting to the Governance, Project Management & Quality Manager, you will uphold ITSM processes, maintain documentation, and contribute to service quality and accountability across daily operations.

Qualifications

• 1–2 years experience in IT support or service desk.
• Familiarity with ITSM tools such as Fresh Service and ticketing systems.
• Understanding of basic IT support workflows and service management concepts.

Responsibilities

• Monitor incoming service tickets via Fresh Service and Service Gateway.
• Assign and escalate tickets based on priority and impact.
• Follow up with technical teams to ensure timely resolution and closure.
• Maintain ticket hygiene with accurate categorisation and status updates.
• Act as liaison between end-users and technical teams to facilitate communication.
• Identify delayed or at-risk tickets and escalate to prevent SLA breaches.
• Assist in daily SLA tracking, reporting, and dashboard updates.
• Support audits with complete and compliant ticket records.

Skills

IT support

Attention to detail

Coordination

Independent work

Customer-focused

Education

Diploma or degree in IT or Business Administration

Tools

Fresh Service

Service Gateway

Ticketing systems

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 ITSM and SLA Management role is a junior-level position focused on the operational execution and monitoring of IT service tickets and SLAs at Malta International Airport. Reporting to the Governance, Project Management & Quality Manager, the role involves daily management of service tickets using Fresh Service and Service Gateway, coordinating follow‑ups with responsible teams, and ensuring timely resolution and closure of incidents and requests. The role supports adherence to ITSM processes and contributes to maintaining high standards of service quality and accountability

KEY RESPONSIBILITIES

Ticket Management and Follow‑Up

• Monitor incoming service tickets via Fresh Service and Service Gateway platforms.
• Assign and elevate tickets appropriately based on priority and impact.
• Follow up with technical teams to ensure timely resolution and closure of tickets.
• Maintain ticket hygiene by ensuring accurate categorisation, documentation, and status updates.

Service Coordination and Support

• Act as a liaison between end-users and technical teams to facilitate smooth communication.
• Identify delayed or at‑risk tickets and elevate as needed to prevent SLA breaches.
• Provide reminders and support to teams on pending actions and service requests.

SLA Monitoring and Reporting

• Track ticket resolution times and SLA compliance on a daily basis.
• Assist in the preparation of regular reports and dashboards on service performance.
• Highlight recurring issues and ticket trends to the Governance Manager for review.

Process Compliance and Documentation

• Ensure ticket handling follows established ITSM processes and standards.
• Maintain and update operational documentation related to ticket workflows.
• Support audits by ensuring ticket records are complete and compliant.

Qualifications

EXPERIENCE

• 1–2 years of experience in IT support, service desk, or similar administrative role
• Familiarity with ITSM tools such as Fresh Service and ticketing systems
• Understanding of basic IT support workflows and service management concepts

KNOWLEDGE & SKILLS

• Strong attention to detail and organisational skills
• Good communication and coordination abilities
• Proactive and diligent follow‑up habits
• Ability to work independently and elevate appropriately
• Customer‑oriented approach and basic technical literacy

EDUCATION & QUALIFICATIONS

• Diploma or degree in IT, Business Administration, or related field

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.

Country (1)

Malta

Starting Salary / Compensation EUR €22,000.00/Yr.

Salary / Compensation Note Malta - This starting compensation figure represents total remuneration, including base salary and, where applicable, incentives, allowances, non discretionary payments, and country specific benefits. Compensation is set using objective, gender neutral criteria in accordance with the EU Pay Transparency Directive. Salary history is neither requested nor considered during our hiring process. Your exact offer will reflect your relevant experience, skill level, and the responsibilities of the role.

Salary / Compensation Note Hidden (-999)