SITA
Specialist/Engineer Service Operations
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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.
About The Role & Team
As part of SITA’s Heathrow Service Operations (Radio & Cellular) team, you will support the uninterrupted performance of mission-critical radio communications system infrastructure, subscribers and services, plus uninterrupted performance of Heathrow Airport’s RFoF DAS, enabling all Radio and Cellular services throughout the airport. From technical troubleshooting and fault resolution to routine maintenance, hardware installations and system configuration, you will play a key role in delivering reliable services that meet our clients’ expectations and SLAs. This is a hands-on, customer-facing role that blends problem-solving, practical engineering, and operational excellence.
What You’ll Do
- Provide support and maintenance for radio system infrastructure and subscriber devices (PMR, DMR & TETRA).
- Provide support and maintenance for RFoF DAS infrastructure, and other related IT equipment.
- Act as a point of contact for customer support issues, resolving incidents and service requests in line with SLAs.
- Conduct local fault investigations, perform hardware repairs/replacements, and coordinate with resolver groups as needed.
- Collaborate with on-site interventions based on alerts from monitoring systems or service desk tickets.
- Assist in Coordination of customer communications during interventions and keep stakeholders informed.
- Deploy and configure equipment per customer requirements, ensuring readiness before handover.
- Maintain and replenish forward spare inventory in line with defined processes and escalate delays when necessary.
- Perform site surveys for new installations, including system infrastructure, antenna infrastructure and subscriber devices such as vehicle mounted radios.
- Support the integration and operational readiness of new products and services.
- Support and collaborate with creation and upkeep of system documentation and routine reporting to the customer.
- Ensure all activities comply with SITA processes, quality standards, and safety protocols.
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Qualifications
ABOUT YOUR SKILLS
- Minimum 2 years of hands-on technical support experience must be within radio communication systems, and/or Antenna/RF distribution infrastructure. (PMR/DMR/TETRA)
- Strong troubleshooting skills in radio system infrastructure and antenna systems.
- Familiarity with IP Networking.
- Experience with installation and configuration of radio system infrastructure and radio subscriber devices.
- Working knowledge of Microsoft Office tools.
- Understanding of ITIL-based service management processes.
- Ability to work independently and coordinate with diverse internal and external teams.
- Excellent communication skills and a customer-first mindset.
- Must be able to obtain a Heathrow Airport security pass.
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NICE-TO-HAVE
- Experience with data center infrastructure or related technologies.
- Experience with software applications related to radio systems.
- Experience with cellular networks.
- ITIL Foundation certification.
- Industry certifications related to radio system or cellular network technologies.
What We Offer
- Flex Day: Make your workday suit your life and plans.
- Employee Wellbeing: We’ve 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 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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