Field Service Engineer

Job Opportunity Document

Div/Reg:

MET

Unit:

RCS&O

Job title:

Field Service Engineer,A2/A3 (Islamabad,Pakistan)

JOB Purpose

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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.

Key results Area

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Job description:

Conformance to customer Service Level Agreements (SLA’s) • Reduction of customer complaints and increased customer satisfaction. • Default response and fix times to be within 8 hours during normal business hours or within SLA parameters. • Preventative maintenance to be carried out as per customer schedule. • Total spares used to carry out successful repairs to be kept to a minimum. • Able to work alone and independently of direct supervision. • Actively communicating with customers/Internal Teams via email/telephone calls.

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.

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Doing circuit follow-up, circuit and modem installations. Testing circuits and Handling of specialized test equipment like BER tester. Supervising LAN cabling works at customer sites. Implementation of SITA operating equipment, desktop equipment following projects, site surveys and procedures, and sending site installation and acceptance reports. Carry out Preventative Maintenance as per schedule and contract

2 Perform customer support interventions as a result of a Trillium/DOTS request as soon as possible, and within the terms of the customer contract.

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Fault handling and Monitoring, and frequent Updating of fault tickets via e-mails and online system. Timely Response to fault calls and conform to customer SLA’s, response and fix times. Be on-call and work at irregular hours including week-ends and public holidays. Providing customer support via telephone and on site. Deliver highest quality technical services to all customers.

- 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. 3 Ensure the correct functioning of internal SITA/OBS office IT equipment - Do Information/Data backup on regular basis and verifying backup accordingly. - Installation and configuration of Operating Systems, Software such as Virus Scan (Anti virus) with automatic update functionality, Microsoft Office, Lotus Notes • Configuration and installation of PCs, Printers, UPS, back up units, such as ISDN Backup, for telecommunication systems and regular testing of these backup solutions. • Doing LAN cabling works and laying of cables for SITA and Equant offices • Doing Electrical Works and intervention on Power Panel • Hardware and Software Upgrades and Reconfiguration of systems 4 Configuration, installation, testing and troubleshooting of, among others, the following equipment:

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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)

5 Procurement of Parts and Products

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Checking availability of specific parts, products and services. Seek best Quotations from major IT and Telecommunication suppliers

- 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

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Preparation of Invoices, Export Licenses and Packing list for export of equipment. Packing and Shipping of unneeded and faulty equipment.

Shipping In

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Follow up of PO and Equipment shipments. Verification of shipping docs as required by local laws and customs. Equipment inventory, acceptance, and notifying relevant entity of equipment receipt.

Repair and Return (RNR) Management

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Liasing with supplier for repair and return of faulty equipment. Liasing with supplier for fault resolution, and escalating when required.

Ensure shortest possible turn around repair cycle by carrying out local repairs of faulty items and monitoring closely the replacement of faulty items.

7 Databases Updates and Inventory Management

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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.

- Documenting technical and operational procedures clearly and concisely. - Filing of Documents and Ability to keep and maintain an efficient filing system to store and recover accurate data pertinent to the ops of the centre.

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Drafting of clear and concise reports for line manager. Inventory of equipment online and spares. Contribute to ensuring adequate stocks of spare parts in order to have fully operational spares of all equipment types at all times.

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

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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. Technical & Functional Competencies Able to install, repair and maintain without supervision a range of Network, desktop and standard Airline’s printers alongwith other softwares/Hardwares. Recruiter:

Khodor Badran