Engineer Field Ops (Guadalajara)

Overview

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. We'll be at 95% of international hubs and partner closely with over 2,500 transportation and government clients, each with unique needs and challenges. Our goal is to find fresh solutions and cutting‑edge technology 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

Deliver high‑quality on‑site field services to SITA customers, mainly at airports or customer premises. Ensure all activities follow SITA standards, aiming for maximum customer satisfaction. Support and guide the field services team to improve processes and service quality. In internal desktop roles, focus is on internal SITA users and/or airline/airport specifics. Require basic knowledge of LAN/WAN troubleshooting and LAN equipment configuration. Responsibilities are country‑specific and follow established SITA policies and procedures.

What you will do

• Provide on‑site field support to internal and external customers, ensuring compliance with SLAs and customer contracts.
• Perform timely maintenance, troubleshooting, and repairs of IT equipment and services.
• Respond promptly to Service Desk requests and coordinate with resolver groups to resolve issues.
• Act as the customer's single point of contact (SPOC) when needed, ensuring clear communication and service updates.
• Manage the repair and replacement of faulty equipment, including spare parts coordination and inventory tracking.
• Conduct site surveys and support new installations following best practices and technical guidelines.
• Perform preventive maintenance and ensure local repairs meet quality standards.
• Accurately record service data and updates in the SITA Service Hub and maintain daily logs.
• Escalate unresolved issues appropriately and report on local performance and workshop metrics.
• Support and coach team members, manage local suppliers, and ensure smooth day‑to‑day operations.

Qualifications

• Minimum 3 years of hands‑on experience in on‑site support and repairs of PCs, printers, and LAN/WAN equipment.
• Proven track record of delivering services directly to external customers in line with SLAs.
• Experience working at customer premises in a support or service capacity.
• Familiarity with airport or airline industry environments is preferred.
• Strong customer service and problem‑solving skills in high‑demand settings.

What We Offer

• SITA's workplace is all about diversity, many different countries and cultures are represented in our workforce.
• We collaborate in our impressive offices, embracing a hybrid work format.
• As part of our general benefits, we offer:
  • Employee Wellbeing: Benefit from the Employee Assistance Program (EAP) provided by SITA, a yearly free service offering practical advice in various aspects of your life.
  • Professional Development: Enhance your skills with our training platforms, inclusive of LinkedIn Learning!
  • Competitive Benefits: Access competitive benefits tailored to the local market and your employment status.