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Job DescriptionThe Service Technician will support the Warranty and Defect Notification Period activities to fulfill the requirements of the Dubai New ATM System and the TopSky-ATC system.
The following Roles & Responsibilities are to be conducted within minimal input from CLIENT:
1. Travel to other DANS sites where the project equipment and systems have been deployed, as required.
2. Conduct fault investigations and ensure all tasks follow appropriate processes and procedures, conforming to service delivery requirements.
3. Coordinate with relevant stakeholders to ensure timely delivery of support services.
4, Maintain accurate records of work and results in accordance with appropriate procedures.
5. Enter incident/fault data into the data collection system, as required.
6. Liaise with the warehouse for the distribution, issue, and recovery of repairable and consumable equipment.
7. Generate and submit required reports, including weekly and monthly service reports.
8. Monitor and achieve SLA related to service delivery.
9. Support the Service Manager in managing and executing warranty service activities.
10. Ensure the availability of spare parts to meet warranty support requirements.
11. Liaise with concerned parties to ensure efficient replacement of defective items within the contracted Turn Around Time (TAT).
12. Monitor and track incidents logged into the incident reporting system.
13. Provide initial diagnosis and basic troubleshooting for relevant incidents.
14. Coordinate with the Client and Subcontractor to collect faulty items and manage their replacement.
15. Prepare necessary documentation, including delivery notes, shopping carts, purchase requests, and GSR on the SAP system.
16. Validate Subcontractor payment applications.
17 Monitor hardware obsolescence in coordination with the Warranty Manager & Australia Service Delivery Manager, and follow up hardware design changes.
18 Ensure the availability of direct, remote access VPN connection between the T&V platform of the Dubai Replacement ATM System and Factory in Melbourne, Australia.
19. Cover RME duties on site in the event of their absence for a significant period.
20. Maintain up-to-date and accurate inventory of buffer spares and Client spares during the warranty/DNP period.
21.Prepare and submit Method Statements, Risk assessments, and Permits to Work required for warranty service activities.
22. Coordinate Warranty Services Review meetings with all concerned parties.
23. Assist the Client and RME in resolving hardware problems as necessary.
24. Ensure product safety requirements are not compromised and adhere to local safety procedures.
25. Prepare and register documents related to the warranty/DNP period and obtain the Client approval.
26. Draft outgoing letters for the signature of the Service Delivery Manager.
27.Register incoming and outgoing letters related to the warranty/DNP period.
28.Apply for and manage material entry, exit, and personal permits for DXB, DWC, and SHJ airports during the warranty and DNP period.
Qualifications
1. Bachelor’s degree in Systems Engineering or Computer Sciences from an accredited university or college.
2. Intermediate knowledge of UNIX/LINUX operating systems.
3. Intermediate knowledge of computer peripherals (I/O devices, storage devices, printers, and displays).
4. Advanced knowledge of networking, data transmission, and protocols (TCP/IP).
WORK EXPERIENCE REQUIREMENTS
1. 6+ years in a service delivery support role.
2. Awareness of critical 24/7 operational systems service providing & the capability of prioritizing incidents in case of occurrence to ensure the operational service continuity
3. Previous experience as a Service Technician or similar role is preferred.
4. Experience in RCA and mastering at least 3 methods.
5. Experience of managing the installation and integration of complex computer systems, including network switches, servers, routers and firewalls.
6. Working Experience at operational airports (preferably DXB/DWC airports).
Additional Information1. Knowledge of the TopSky ATC system
2. Excellent verbal and written communication skills in English (Arabic is a plus).
3. Proven technical knowledge and understanding of IT technologies.
4. CISCO network knowledge (CCNA, CCNP, ..)
5. Basic knowledge of Cybersecurity.
6. Excellent reporting skills.
7. Strong problem-solving and diagnostic abilities.
8. Ability to work under pressure and meet deadlines.
9. Good organization, task prioritization, and time management skills.
10. Understanding of maintaining high standards.
11. Experience with Requirements Management and Configuration Management tools such as DOORS, Polarion, Jira.
12. Strong knowledge of SAP for preparing shopping carts, PR, and issuing GSR.
13. Strong electronic troubleshooting knowledge and skills.
14.Intermediate knowledge of Microsoft Windows and graphical user interfaces
Proficiency in Microsoft Office (Word, Excel, PowerPoint, and Visio).
15. Ability to manage Subcontractors and suppliers.
16. Advanced knowledge of personnel and equipment safety requirements.
17. Proactive and a self-starter with a willingness to help in any areas that require attention.
18. Good team player with adaptability to varying situations.
19.Excellent technical skills.
20.Understanding of the relationship between hardware, software, and peripherals.
21. Ability to work flexible hours, including evenings and weekends, if necessary.
22. UAE resident or ability to qualify for a work permit in Dubai.
23. Valid UAE Driving License.