Technical Support Engineer

Technical Support Engineer
Location: Cornwall
Contract: Permanent

We are recruiting for Technical Support Engineer to join the team for a global client. Our client specialises in I.T solutions and communication services within Government and Maritime markets.

As a Technical Support Engineer, you will be responsible for 1st and 2nd line technical support on product, service and billing enquires for both maritime and land-based customers.

This role is a permanent full time position based in Cornwall.  In this role you will be required to work different shifts.
Other benefits include free parking, annual bonuses, pensions matched up to 7.5%, 25 holidays per year plus bank holidays and more.

Role Requirements – Technical Support Engineer

• To manage responses to customer inquiries, replying promptly and efficiently, ensuring customer expectations and contractual obligations are met and where possible, exceeded.
• To provide 2nd line technical support and customer service for all technical service issues, across a multitude of technical solutions, utilising multi carrier bearers (Ka/Ku/L Band, LTE), Bespoke Virtual
• Environments and associated infrastructure. Managing raised concerns through to resolution, either directly, or with the assistance of internal and external resolver groups.
• To proactively monitor the GCSC networks, investigate alarms, issue outage reports, act on high usage alerts and resolve any and all service issues whether overall network or remote customer related, escalating where appropriate.
• Carry out IP traffic analysis, investigate routing and switching faults across both local and remote infrastructure, including Wireless standards (802.11x etc).
• Carry out RF analysis and interpret satellite link statistics to help resolve satellite related problems and to provide ad hoc network reports as requested by both internal and external customers.
• Leading by example, to ensure each customer interaction is logged within Freshdesk to aid in accurate and prompt fault management
• To actively pursue technical training and to continually update technical expertise. Seeking further training on products and services, sharing this knowledge with shift colleagues.
• To make recommendations to improve systems and processes to the benefit of the customer and company. Assisting in the maintenance and distribution of up to date GCSC operational procedures
• To ensure an understanding of all of NSSL’s product portfolio in order to be able to direct and support both 1st and 2nd line support teams as required
• Tasks appropriate to the role, as delegated by management

The ideal candidate for the Technical Support Engineer role would have:

• Customer Service and/or Network Operation Experience
• Possess a keen commercial awareness with ability to work on own initiative and unsupervised.
• Ability and willingness to continuously learn and support new systems and services.
• Inmarsat and/or VSAT operational, service or technical experience
• Have in depth technical knowledge of at least some of the following customer equipment or management systems
• Inmarsat Satellite Maritime Customer Equipment.
• Seatel & T&T VSAT equipment.
• Inmarsat Land Mobile systems including BGAN’s, Iridium and Thuraya & GX
• Practical experience of IP networking (CCNA/JNCIA etc)
• Ability to absorb and quickly gain and retain knowledge of NSSLGlobal products & services and to fault find and explain over the telephone how products work
• Effective communicator with an eye for detail and accurate PC skills
• Excellent customer service skills and ability to interact with customers both on the phone and in meetings essential.
• Must be able to demonstrate customer focus in all that they do with a right first time, every time attitude.
• Well organised with ability to lead a shift by example.
• Ability to be able achieve SC security clearance

For more information on this role, please contact Juls Bujalska on (phone number removed) or send a copy of your CV to (url removed)

Omega Resource Group is an employment agency specialising in opportunities at all levels within the Engineering, Aerospace, Automotive, Electronics, Defence, Scientific, Oil & Gas, Construction and Manufacturing sectors.

Omega is an employment agency specialising in opportunities at all levels within the Engineering, Manufacturing, Aerospace, Automotive, Electronics, Defence, Scientific, Energy & Renewables and Tech sectors.