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Div/Reg: MET
Unit: RCS&O
JOB Purpose
• To assure SITA’s competitive strength and business growth through the provision of the highest quality technical services to our customers
at their premises.
• Perform all installations, customer support and repairs with new and existing connections or customer equipment according to SITA/OBS
standards and procedures.
• To maximize customer satisfaction with the delivery of first class on site field repairs, installations and preventative maintenance.
• To assist Centre Incharge in the day-to-day running activities of both SITA workshop and OBS centres.
• To perform Stock management and Procurement.
• To liaise with various service providers and PTT.
1 Carry out the installation and maintenance of SITA/OBS operating equipment, desktop equipment and network connections
- Carry out site surveys for new customer premises for preparation for equipment installation, IT infrastructure and security.
- Conducting meetings with customers for discussing issues regarding IT, Telecommunication and other services.
- Reporting all interventions by means of filling site intervention reports according to Maintenance Support Directory.
• Carry out repairs at local workshop.
• Reporting and timely escalating all observed problems to proper SITA operational escalation points.
• WAN Core Equipment such as telecommunication nodes (e.g. Nortel Passport, DPN)
• Cisco Routers
• Modems and network terminating units.
• ISDN Back up modules
• Switches and LAN equipment.
• Line Monitoring equipment
• Personal computers, Laptops, Network Cards
• Document Printers and Specialized Printers (such as Air Ticket and Bag Tag Printer)
- Ensure correct spare parts and tools needed so that customer site visits are completed on time with a minimum of disruption to the end user.
6 Logistics Tracking and Management
Warranty Management.
Shipping Out
• Preparation of Invoices, Export Licenses and Packing list for export of equipment.
• Packing and Shipping of unneeded and faulty equipment.
Shipping In
Ensure shortest possible turn around repair cycle by carrying out local repairs of faulty items and monitoring closely the replacement of faulty items.
• Updating online SITA databases, for example: SID, PM databases on a monthly basis so as to be 100% accurate and 100% updated by 3rd day of
the following month.
• Updating and Management of local databases.
JOB Contacts
Within SITA:
Service Center Supervisor
Equant integration services
- Equant Network supervisors and staff, GSC, GNMC
- SITA call centres
- Accounting and finance staff.
- Other members of the service centre team.
Outside SITA
- SITA and EQUANT/obs customers.
- PTT supervisors, PTT techs
- Service and repair subcontractors.
- IT and telecommunication companies
- Clearing and Shipping companies
- Customs
Education,Skills Required
Education and training:
• Degree in either Telecom/Electrical/Electronic/Computer Engineering or equivalent.
• Full operating understanding of Microsoft office products.
• CISCO Products Knowledge
•
- Analytical minded with ability to work as a team player. Good interpersonal relation skills.
- Customer service background preferred.
- Excellent verbal and written communication skills.
- Willing to work irregular hours as required.
Organizational Competencies:
- Excellent Customer Focus (providing value to the customer; taking responsibilities to correct customer problems and concerns, and continually
search for ways to improve service to customers)
- Focus on Results (demonstrating a sense of urgency; persisting in the face of obstacles; putting top priority on getting results, etc.)
- Value teamwork and willing to put team objectives ahead of personal goals
- Solid self-management skills and adaptability (changing behavior in response to feedback and experience; able to handle multiple demands
and competing priorities; acting in accordance with professional standards and commitments; readily adapt to change).
- Innovation and creativity – generating innovative ideas and creative solutions; proactively challenge status quo thinking and assumptions.
- Sustain relationships and value diversity (preserve relationships, even under difficult and stressful circumstances; treat people fairly and with
respect)
- Model Open Dialogue (interact openly and directly with people; share expertise and experience with others; prepare reports thoroughly and
completely; listen attentively and with empathy to concerns expressed by others).
- Demonstrate excellent verbal and written communication abilities towards internal and external customers as well as group member and
management.
Shows enthusiasm in works performed.
Conscious of the financial aspects of the business.
Able to install, repair and maintain without supervision a range of Network, desktop and standard Airline’s printers alongwith other
softwares/Hardwares.