Service Agent, Gateway Operations

ROLE DESCRIPTION SUMMARY

Our purpose is to ensure reliability of our ground infrastructure (gateways) and customer services, especially within incident management. We drive innovation for our infrastructure, products and services and manage ground segment for both heritage and next-generation systems:

• Provide the best experience for our customers and be the first point of contact for any gateway intervention
• Maintain Gateway availability and provide customer service continuity
• Work within an international organisation, in a fast-paced environment and become a valuable member of a successful team

PRIMARY RESPONSIBILITIES / KEY RESULT AREAS

• As member of a global Gateway Operations team, provide a qualitative approach to continuously improving SES’ ambition to ZeroOutage
• Be the first point of contact (engineering level-2) for any Gateway issues and work with solutions at the cutting edge of technology
• Provide exceptional customer support and serve as the main point-of-contact and facilitate all communications between customers, vendors, internal and external fix agents necessary to resolve technical issues at SES owned or managed Gateways and Teleport Infrastructure
• Monitor all Gateway elements including ground based large aperture Antennas, RF, Teleport Infrastructure, Network and terrestrial circuits and Control systems to assure mission critical traffic and customer connections are operational with minimal degradation or outages as specified in Service Level Agreements (SLAs)
• Ensure all events are properly documented, escalated and reported
• Initiate timely technical and management escalation as required
• Participate in the daily health checks and escalation point for any issue
• Gather, organize, and analyse large amounts of data with speed and accuracy as well as detect relationships and make decisions using sound methodical judgment
• Contributing to knowledge sharing and technical development to enhance team performance
• Work 12 hour rotating shifts that may include nights, weekends and holidays

COMPETENCIES

• Ability to diagnose technical issues, facilitate resolution with customers, vendors, and internal/external agents
• Skilled in timely and appropriate technical and management escalation to maintain ZeroOutage standards
• Strong attention to detail in documenting, reporting, and escalating events in compliance with company procedures.
• Ability to ensure incident timelines and resolution steps are clear, accurate, and complete.
• Excellent communication skills to interface effectively with customers, vendors, and internal teams.
• Ability to explain technical issues to non-technical stakeholders and maintain customer satisfaction during issue resolution.
• Commitment to SES’s ambition of ZeroOutage through process improvements and adopting best practices in operations
• Flexibility to work in a 24/7 shift cycle, adapting quickly to evolving technologies and operational demands.
• Ability to collaborate with multidisciplinary teams to deliver efficient and effective solutions
• Commitment to continuous learning and training to keep knowledge and skills up-to-date

QUALIFICATIONS & EXPERIENCE

• Bachelor’s degree in Engineering, Satellite Communication, Computer Sciences or equivalent, coupled with professional vocational training and qualifications
• Minimum of 2 years’ experience in technical support experience in the satellite or wireless communications industry
• Technical support experience in the satellite or wireless communications industry
• Advanced knowledge and experience of Ground based Antenna systems
• Excellent command of Microsoft applications (Access, Excel, PowerPoint, Outlook, Visio, Word)
• Knowledge of the Satellite or Telecommunications / Satellite industry will be a plus
• Proficiency in real-time monitoring of gateway components, ensuring the health and performance of systems during 24/7 shift cycles
• Proficiency in English