IT Network Field Technician - Heathrow
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. We work in 95% of international airports and partner with over 2,500 transportation and government clients. We thrive on delivering fresh solutions and cutting‑edge tech to keep operations running like clockwork. We’re proud to be recognized as a Great Place to Work® and certified in most of our growing locations.
Are you ready to love your job? The adventure begins right here, with you, at SITA.
About The Role & Team
To assure SITA's competitive strength and business growth through the provision of the highest quality Smart hands field services to Heathrow in airport and at their premises. Perform all field services activities according to SITA standards and procedures, maximising customer satisfaction by the delivery of first‑class on‑site field maintenance and support activities.
High‑level knowledge of LAN protocol troubleshooting, WAN troubleshooting, and LAN equipment configuration is required, along with experience in infrastructure support. This is a daytime position, Monday to Friday, with potential additional resourcing as needed.
What You’ll Do
* Provide field operations support to internal and external customers delivering to SLAs; within defined processes, take ownership for the timely resolution of all incidents and requests, working with local and global resolver groups and third parties.
* Perform on‑site interventions in response to Service Desk ITSM ticket allocation.
* Carry out local fault investigations, repairs of faulty equipment and services, including hardware replacements to the highest standards, working with the appropriate global resolver group where required.
* Carry out site surveys for new customer premises in preparation for new product and services installation under the guidance of senior team members. Conduct local site surveys for impact analysis relating to scheduled power outages.
* Deploy and install equipment to the customer premise, configure to specification/design where required, test before handing over to the customer, and into operation.
* Carry out preventive maintenance of equipment in accordance with agreed schedules and manufacturer specifications.
* Perform tests on hardware and software components and local acceptance testing with customers and third parties.
* Complete an Operations Daily Diary providing an accurate account of the day/shift events and hand‑over at the agreed time. Store within the agreed location.
* Ensure that all required Field Service data and knowledge articles are provided and recorded in the correct libraries within the customer Knowledge Base for recording and knowledge sharing.
* Work as a team to maintain operational process and knowledge to assist others.
* When/where required, be contactable for escalations and support on an on‑call standby basis for emergencies.
Qualifications
ABOUT YOUR SKILLS
* Minimum 3‑5 years of experience as a Field Technician or in the Network, Telephony, Wireless, and KVM Videowall domain.
* Direct experience working with internal and external customers, delivering to SLAs.
* Ability to support and troubleshoot Ethernet networks and fibre‑optic cabling using available tools.
* Understanding of, and ability to install and configure, Cisco, Aruba, Palo Alto, and SCN equipment to component level.
* Experience in installing and configuring other bespoke IT hardware assets.
* Must hold a valid UK Driver’s Licence with no or minimal endorsements; onsite vehicle provided; airside driving training provided.
* Must undergo aviation security and vetting checks to obtain an airside ID. A full five‑year background and security vetting process will be required.
* Desirable certifications: CompTIA Network or CompTIA Network+, CCNA.
* Desirable: ITIL Foundation certification.
NICE-TO-HAVE
* Experience working in a similar support role at Heathrow or within the Airport/Airline industry.
What We Offer
We’re all about diversity. We operate in 200 countries and speak 60 different languages and cultures. Our inclusive environment operates in comfortable and fun offices, with the flexibility to work from home when needed.
⏰ 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’ve got you covered with our Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days a 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 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.
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