Service Agent, Gateway Operations

SERVICE AGENT, GATEWAY OPERATIONS

MANASSAS, VA, USA

ROLE DESCRIPTION SUMMARY

The Service Agent, Gateway Operations is responsible for providing technical expertise while providing services and supporting SES customers, being able to exercise independent judgement in daily situations. In this position you must demonstrate a customer-focused mindset with the keen target of delivering a high quality of service, but also capable of multitasking and a strong team player with global intercultural awareness. 

You will be responsible for (this is not an exhaustive list):

• 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 highly tech-nical issues at SES owned or managed Gateways and Teleport Infrastructure for mPOWER as well as other MEO/GEO missions
• 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 Agree-ments (SLAs)
• Ensure all events are properly documented, escalated and reported. Initiate timely technical and management escalation as required
• Gather, organize, and analyse large amounts of data with speed and accuracy as well as detect relation-ships and make decisions using sound methodical judgment
• Work 12 hour rotating shifts that may include nights, weekends and holidays

YOUR PROFILE:

Must Have

• 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 communica-tions industry
• Technical support experience in the satellite or wireless communications industry
• Knowledge and experience of Ground based Antenna systems
• Willing to work in shifts, (including nights, weekends and holidays), according to the relevant Company policy in place

Nice to Have

• Knowledge of the Satellite or Telecommunications / Satellite industry
• Microsoft applications (Access, Excel, PowerPoint, Outlook, Visio, Word)

WHAT'S IN IT FOR YOU?

• Hybrid working policy
• Bonus and equity plans
• Comprehensive and competitive benefits plans
• A range of wellness activities and employee assistance programmes (varies by location)
• An employer that values all aspects of Diversity and respects every individual’s story

SES and its Affiliated Companies are committed to hiring and retaining a diverse workforce. We are an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, pregnancy, sex, sexual orientation, gender identity, national origin, age, genetic information, protected veteran status, disability, or any other basis protected by local, state, or federal law.

In conformity with U.S. Government technology export regulations, including the International Traffic in Arms Regulations (ITAR) and the Export Administration Regulations (EAR), and/or other applicable U.S. law, regulation or other requirements imposed by the U.S. Government, certain positions may require U.S. Citizenship, status as a lawful permanent resident of the U.S. or a “protected individual” as defined by 8 U.S.C. 1324b(a)(3), or eligibility to obtain the required authorizations from the U.S. Department of State or U.S. Department of Commerce.