Associate Technician – Field Operations

About the role

The Associate Technician Field Ops supports IT service management at Malta International Airport, handling tickets, monitoring SLAs and ensuring smooth coordination between end‑users and technical teams.

Key responsibilities

• Monitor and manage incoming service tickets via Fresh Service and Service Gateway, assigning and escalating based on priority.
• Follow up with technical teams to guarantee timely resolution, maintain accurate ticket documentation and prevent SLA breaches.
• Track daily SLA compliance, prepare performance reports and highlight recurring issues for the Governance Manager.
• Ensure all ticket handling follows established ITSM processes and support audit readiness.

Required profile

• 1–2 years of experience in IT support, service desk or similar administrative role.
• Strong attention to detail, good communication skills and a proactive, customer‑oriented approach.
• Ability to work independently, escalate issues appropriately and support documentation efforts.

Required skills

• Experience with Fresh Service ticketing platform.
• Familiarity with Service Gateway or similar ITSM tools.

What we offer

• Flex Week: up to 2 days remote per week.
• Flex‑Day and Flex‑Location options for work‑life balance.
• Employee wellbeing programs, professional development resources and competitive benefits.