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This position offers the opportunity to work at the heart of defence communications, managing technical escalations, driving resolutions, and working closely with engineering, project, and field service teams.
Key Responsibilities
- Manage and oversee all technical support cases related to MOD Commercial Satellite Communication Services.
- Act as the key point of contact for complex escalations, working alongside engineering, support, and project teams to resolve issues.
- Ensure service visits are coordinated for maximum efficiency, covering logistics, equipment use, and alignment with project or survey work.
- Collaborate with stakeholders to ensure support cases meet technical, commercial, and contractual obligations.
- Liaise with MOD authorities and internal teams, attending meetings and presenting status updates as needed.
- Track support trends using ticketing and monitoring systems and drive continual improvement initiatives.
- Maintain configuration control using secure systems and prepare technical documentation and case handover notes.
- Deliver training to 1st/2nd line support staff and onboard new Field Service Engineers.
- Royal Navy or MOD technical comms experience, particularly in COMSAT, MILSAT, MNE, and message handling systems.
- Technical knowledge of electrical/electronic systems, networking, and satellite communications.
- Ability to manage technical cases independently and communicate clearly with internal stakeholders and government customers.
- Proven problem-solving ability and ownership mentality.
- Strong documentation and organisational skills; confident using ticketing systems and standard office software.
- Eligible for or already hold DV Security Clearance.
- Knowledge of ITIL and wider MOD networks across land and sea is advantageous.
