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 the owner of one of the largest secure private networks worldwide, SITA FOR AIRCRAFT manages the world's leading aircraft communications ecosystem.

The AIRCOM Cockpit Services system is active on 18,000 aircraft and 250 airline customers and relays 10+ million messages/day. Our leading radio telecommunications data network is delivered via the aeronautical VHF band.

SITA has deployed a full Datalink Service Provider solution based on a combination of commercial of the shelf (COTS) and proprietary applications from the ground up on behalf of a Japanese customer encompassing central infrastructure, applications at customer premises and more than 250 radios deployed at 60 airports in Japan.

As a Telecommunications Field Support Engineer, you will work in Tokyo at the customer premises. SITA will train you on the infrastructure and applications deployed in Japan.

The purpose of this position is to provide expert technical support and life cycle management of the central Datalink service infrastructure and applications (platforms, network, and application components such as core traffic processor, monitoring, back-office as well as VHF stations and radios) at customer's premises and in Japanese airports.

What You'll Do

On a roster basis you will:
Ensure office hours presence at customer's operation office in Tokyo including weekends to provide continuous support to the service.
Provide 24x7 on-call support.

Provide Service Operations support to internal and external customers in accordance with the terms of the customer contract and Service Level Agreements (SLAs).

Manage incidents and problems and participate in root cause analysis.

Continuously monitor and analyse the Datalink service performance using the SITA dedicated traffic log, monitoring, back-office statistics, and configuration tools.

Perform on site radio frequency analysis to identify local issues impacting the service.
Ensure the correct functioning and maintenance of central systems and radio communication equipment deployed across airports in Japan.

Carry out preventive and proactive maintenance of equipment and monitoring of systems and services in accordance with agreed schedules and customer expectations.

Perform Change Management, Configurations, Design and Implementation.
Manage local suppliers and report on services provided.
Conduct the analysis, definition, documentation and testing of radios, VHF Ground Computers, Central systems application & systems enhancements.

Coordinate with the customer and the SITA development team, the operational changes, application upgrades, including integration tests, migrations, and operational deployments.

Provide onsite support to users during the cutover of the services.
Continuously identify and document lessons learnt, known errors and operational knowledge for improved services.
Prepare performance reports (platforms, applications, and datalink service).
Coordinate with the third-party vendors (DELL, CISCO, R&S etc.) the pro-active implementation of vendor provided updates.

Participate in customer meetings as a SITA representative and communicate clearly in both Japanese and English with the Customer and SITA teams in Japan, Europe, and Canada.

Qualifications


ABOUT YOUR SKILLS
Bachelor's degree in Telecommunications, Information Technology, Computer Science, or a related field, or equivalent work experience.
Minimum of 2 years in a technical support role, preferably in a customer-facing environment.
Fluent in Japanese and English,is a must.
Strong analytical and problem-solving skills within telecommunication networking and data center environments.
Experience in RF, VHF, Satellite or Aircraft telecommunications is a plus.
Demonstrated commitment to providing exceptional customer service and maintaining positive customer relationships.
Excellent verbal and written communication skills, with the ability to convey technical information clearly and effectively to non-technical users.
Relevant certifications (e.g., CompTIA A+, Microsoft Certified, Linux, Cisco CCNA) will be an advantage.

What We Offer

We're all about diversity. We operate in 200 countries and speak 60 different languages and cultures. We're really proud of our inclusive environment.

Our offices are comfortable and fun places to work, and we make sure you get to work from home too.

Find out what it's like to join our team and take a step closer to your best life ever.


Flex Week:
Work from home up to 2 days/week (depending on your team's needs)


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/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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