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Service Agent, Gateway Operations

Requisition Number:  16701
Contract Type:  Permanent
Location(s): 

Manassas, VA, US

 

ROLE DESCRIPTION SUMMARY

The position is responsible for providing technical expertise while providing services and supporting SES customers. In addition to your engineering background, we are looking for a self-starter with the ability to exercise independent judgement in daily situations.  You must demonstrate a customer-focused mindset with the keen focus on delivering a high quality of service.  Your ability to multitask and be a strong team player with global intercultural awareness will be key to succeeding in this postion.  If this sounds like something of interest to you, keep reading!

 

PRIMARY RESPONSIBILITIES / KEY RESULT AREAS

  • Provide exceptional customer support and serve as the main point-of-contact and facilitate all communi-cations 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 Infrastruc-ture, 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 man-agement 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

 

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
  • Fluency in English, any other language is considered as an asset
  • Ability to work in shifts, (including nights, weekends and holidays), according to the relevant Company policy in place

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.


Nearest Major Market: Washington DC

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