Senior Technical Support Specialist

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.

**PURPOSE**:
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. Offers 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 unaided. 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.

**KEY RESPONSIBILITIES**:

- Technical Support Engineering: Provide real-time remote support to field service engineers diagnosing and resolving technical issues with equipment or systems.
- Remotely diagnose and resolve technical issues with equipment or systems in a timely manner. Act as escalation point for complex technical issues that field engineers cannot resolve on-site utilizing remote diagnostic tools to analyze performance and identify root causes.
- Collaborate with product development engineering teams and the PSO Service Support Specialist to escalate unresolved technical issues or product defects and recommend improvements.
- Share technical knowledge best practices and troubleshooting tips with field engineers to enhance their skills and efficiency.
- Utilize remote monitoring tools to track system performance in real-time proactively assisting field engineers and addressing recurring issues

Qualifications:
**EXPERIENCE**:

- Proven experience in field service roles including installation maintenance and troubleshooting of technical equipment or systems (2-3 years recommended).
- Experience providing remote technical support to field engineers or customers utilizing diagnostic tools and remote assistance software (2-3 years preferred).
- Familiarity with data stewardship roles including implementing data governance policies and monitoring data quality with hands-on experience in a data-centric role (1-3 years).
- Experience collaborating with cross-functional teams (e.g. product development engineering or customer service) to resolve technical issues or improve service delivery.
- Demonstrated experience in customer-facing roles with a focus on technical guidance training and maintaining strong client relationships.

**KNOWLEDGE & SKILLS**:

- Customer Success Excellence
- Communication
- Problem Solving
- Collaboration
- Teaching & Training
- Coordination & Time Management
- Adaptability
- Quality Assurance
- Technical Expertise of Products / Services Operations Monitoring & Diagnostics
- Field Service Management Tools
- Technical Documentation & Writing
- Data Analytics

**EDUCATION & QUALIFICATIONS**:

- Bachelor's degree in engineering computer science information systems or a related technical field.
- Specialized coursework or certifications in data governance analytics or a related field are a plus. Certifications
- Industry-relevant certifications such as Microsoft Certified: Data Analyst Associate ITIL Certification or related field-specific accreditations.
- Certifications in technical support tools or platforms such as CompTIA certifications are advantageous.

**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**: Level up your skills with our training platforms, including LinkedIn Learning

**Competitive Benefits**: Competitive b