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Engineer, Service Delivery

Requisition Number:  16600
Contract Type:  Permanent
Location(s): 

Betzdorf, LU

ROLE DESCRIPTION SUMMARY

 

SES Luxembourg is looking for a new Engineer (Level-2 support) to join TechCom Service Delivery Team with a focus on both Service Delivery and technical expertise in the RF, VSAT, SATCOM Networks and related domains.

 

In this role, you will manage technical troubleshooting in the RF/VSAT domain in line with the ITIL v4 framework, the set-up and onboarding of new services assuring continuous optimization of the Service Delivery. Occasionally you will be involved in the deployment, set-up, configuration and testing of VSAT infrastructure and will interface with customers.

 

Joining our team means joining a group of highly engaged and ambitious colleagues based around the world. We are multicultural company where personal development is encouraged. We keep high ambition for quality, integrity, collaboration and professionalism but also flexibility and empowerment.

 

 

PRIMARY RESPONSIBILITIES / KEY RESULT AREAS

 

  • Service Delivery, including: Incident management (entire lifecycle, from logging and prioritization to troubleshooting, to Reason for Outage report), Change management , CMDB management, Request fulfilment
  • Capture lessons learned and areas of improvement. Develop procedures and auxiliary tools to absorb the lessons learned
  • Plan and perform preventive maintenance of (VSAT) infrastructure
  • During an incident or an activity, drive and monitor the performance of remote hands
  • (Occasionally) Perform installations, configuration of VSAT terminals as well as line-ups and terminals commissioning / de-commissioning
  • Perform test campaigns at component, subsystem or network level
  • Collaborate with Engineering for the successful transition of new services.
  • Support Engineering in developing new SATCOM products and services
  • This position requires scheduled On-Call work

 

 

COMPETENCIES

 

  • Good understanding of end-to-end VSAT communications and good troubleshooting skills
  • Experience in Service Delivery applying the ITIL service delivery framework and terminology
  • Understanding of SLA and KPIs and their role in Service Delivery.
  • Ability to work collaboratively with both customers and fellow team members

 

 

QUALIFICATION & EXPERIENCE

 

  • Technician diploma ( “13e” Lycée Technique) or equivalent degree in a technical discipline
  • 3-5 years of "hands-on" experience working in a Service Delivery team (Level-2 support)
  • Good level of technical skills in SATCOM elements and subsystems (modems, antennas, RF components, test and measuring, power, etc)
  • Hands-on experience with SATCOM equipment, troubleshooting techniques. Experience with land mobile, maritime or aero terminals is an advantage
  • ITIL v4 certifications will be considered an asset
  • Knowledge of programming and related experience, in order to develop auxiliary tools to be used in Operations, will be considered an asset
  • Fluent in English. Any other language is considered an advantage

 

 

OTHER KEY REQUIREMENTS / COMMENTS

 

  • NATO/EU SECRET clearance will be considered an asset. Candidate must be able and willing to undergo a security clearance procedure as this position requires holding EU security clearance.
  • EU nationality or work permit for Luxembourg

 

 

WHAT'S IN IT FOR YOU:

 

  • Flexible working policy
  • Bonus and equity plans
  • Comprehensive and competitive benefits plan
  • A range of wellness activities and employee assistance programs 
  • An employer that values all aspects of Diversity and respects every individual’s story

 

 

GOOD TO KNOW


SES is an Equal Opportunity Employer, committed to workplace diversity & inclusion. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, disability, or other characteristics protected by local, state, or federal law.

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