Lead Technical Support Specialist at SITA - Riyadh
SITA, the world's leading specialist in air transport communications and information technology, is seeking to hire a Lead Technical Support Specialist to join its operations in Saudi Arabia. This position presents a significant opportunity for experienced professionals to join an established company that forms the technological backbone of the global aviation industry, with a focus on supporting and developing the critical technological infrastructure within the Kingdom.
Job Description and Responsibilities
The incumbent in this role will play a pivotal part in ensuring the stability and efficiency of SITA's complex systems that support airport and airline operations. Responsibilities will be focused on providing advanced technical support and managing technical solutions.
Key expected responsibilities include:
- Providing Level 2 and Level 3 technical support for SITA's advanced solutions and services to aviation sector clients in Saudi Arabia.
- Diagnosing and resolving complex, urgent technical issues impacting customer operations, collaborating with engineering and development teams as needed.
- Leading and managing technical support tickets from inception to final resolution, ensuring adherence to agreed Service Level Agreements (SLAs).
- Acting as a key technical point of contact between customers and the internal team, accurately conveying customer requirements and expectations.
- Contributing to the development and improvement of technical knowledge base documentation and troubleshooting procedures.
- Providing guidance and technical support to less experienced support team members.
- Participating in shift rotations to provide 24/7 support if required, given the critical nature of aviation operations.
Qualifications and Requirements
SITA is looking for candidates with a strong technical background and exceptional problem-solving skills, coupled with an understanding of aviation operations environments.
Essential Requirements:
- Bachelor's degree in Computer Engineering, Information Technology, Telecommunications, or a related field.
- A minimum of 5-7 years of practical experience in technical support or IT operations, with progression into leadership or supervisory roles.
- Proven hands-on experience working with Linux/Unix systems and databases (e.g., Oracle, SQL).
- Strong understanding of network protocols (TCP/IP, DNS, VPN) and system architecture.
- Exceptional analytical skills and the ability to work under pressure to resolve critical incidents.
- Full proficiency in English (written and spoken); knowledge of Arabic is a strong additional advantage.
Preferred Skills:
- Previous experience working within the aviation, airport sector, or with IT service providers specializing in this domain.
- Familiarity with SITA systems or similar aviation IT solutions (e.g., passenger screening systems, airport management systems).
- Recognized professional certifications in networking (e.g., CCNA) or system administration.
Benefits and Perks
Joining SITA means working in an international and dynamic environment at the heart of the air transport transformation. While specific benefit details are negotiated based on experience and qualifications, the company typically offers a competitive package including:
- Competitive monthly salary.
- Health insurance.
- Travel and transportation allowances.
- Opportunities for professional development and continuous training.
- A cutting-edge, global, and technological work environment.
How to Apply for the Position
Applications for the open position are submitted via specialized online platforms such as Naukrigulf. Interested candidates should prepare the following:
- Update their Curriculum Vitae (CV) in English, highlighting relevant experience in advanced technical support and the technology sector.
- Prepare a concise Cover Letter expressing interest in the position and how your skills align with the requirements of the Lead Technical Support Specialist role at SITA.
- Search for the job listing titled "Lead Technical Support Specialist" on the official SITA careers website or on the Naukrigulf platform and submit the application through official channels.
Given the sensitive nature of the aviation sector, the selection process may be subject to additional security checks. Applicants are advised to apply as soon as possible after the job is posted.