You’ll find us in 95 of international airports, working closely with over 2,500 transportation and government clients. Each partnership brings unique challenges, and we thrive on delivering fresh solutions and cutting-edge tech to keep operations running like clockwork. We don’t just move the world forward—we’re proud to be recognized as a Great Place to Work® by our employees and certified in most of our growing locations. Here, we feel empowered, supported, and inspired to grow.

Are you ready to love your job?

The adventure begins right here, with you, at SITA.

Agent Service Desk

As Agent Service Desk, you will be the primary point of contact for customers and will have the responsibility to ensure that all incidents are fixed and handled within the agreed SLA. For that purpose, he or she has ownership of incidents from opening to closing and must work with and chase all involved resolver groups to comply with SLAs.
Based in Amman, Jordan, and reporting to the Team Lead Service Desk you will be a part of the Global Operations team and responsible for handling at levels 1 and 2 the incidents and service requests (assigned to him/her) that are raised by customers when they face issues with the use of SITA products and services. Those incidents are reported by telephone, e-mail or by proactive monitoring systems.

The world is changing. Are you ready to define with future of travel with us?

What you will do
•Utilise your technical knowledge to drive the delivery of scalable & secure network resources
•Assist and provide end-to-end problem resolution and root cause analysis in collaboration with other functional groups, business units, and vendors.
•Vendor coordination for Network /services and manage Operations escalations.
•Review and Propose design /solutions improvement corporate network services.
•Operational support to Network Infrastructure to ensure timely resolution/escalation with Support teams.

Who you are
•1-2 years of experience in technical support, customer support, or any related fields in the IT industry. Preferably in a network service support environment.
•Basic knowledge and understanding of Network protocols.
•Basic technical skills in networking, including LAN/WAN, routing, switching, wireless, and VPN technologies.
•Product and Service knowledge in one or several of the following areas at the beginner level:
oDesktop services
oNetwork Services
•Customer-specific services and solutions (for dedicated support)
•Exposure to ITIL and IT and network components and principles
•Experience working with IT Network equipment (CISCO, Huawei, Juniper etc)
•Demonstrated maturity in handling complex customer issues and irritated customers
•Excellent customer communication skills both verbal and written in English.
•ITIL/ITSM
•Bachelor’s degree in computer science, Computer Engineering, or relevant IT disciplines
•ITIL Foundation Certificate and CCNA is desirable
•Info Gathering & Processing
•Product/Solution Knowledge
•Service Excellence Attitude
•Technical Communication.

Were all about diversity. We operate in 200 countries and speak 60 different languages and cultures. Were 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 its 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 teams 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 have 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 spanet 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.