Service Support Engineer

Eutelsat; Greater London; On-site; Confidential; Full time

Job summary

Eutelsat is seeking a skilled L3 escalation engineer to join our satellite connectivity operations in London or related hubs. You will coordinate multi-team investigations, support services and partners, and improve monitoring and automation to enhance user experience across global networks.

You will bring knowledge of IP, LTE and satellite systems, and communicate effectively with customers and internal teams. A strong background in service reliability and on-call readiness is essential.

Qualifications

• General knowledge of IP, LTE and satellite communications.
• Able to discuss technically with skilled customers and learn system details.

Responsibilities

• Coordinate technical investigations on the satellite connectivity system performance across a multidisciplinary team.
• Act as an L3 technical escalation to support services and partners during complex investigations or critical escalations.
• Perform proactive analysis of system and service performance to identify anomalies affecting user experience.
• Enhance system and service monitoring and reporting to communicate user experience to internal and external stakeholders.
• Focus on mitigating early life service failures to improve customer experience.
• Ensure fluid communication with cross-functional teams on investigations and developments.
• Support the User Terminals and other L3 teams with release processes: preparation, execution and documentation.
• Keep automation at the forefront of all activities.

Skills

IP networking

LTE

Satellite comms

L3 escalation

Service monitoring

Education

MS in Telecommunications

Tools

Dataminer

Grafana

Nagios

Job description

Be part of a new era in communications, transforming connectivity with Eutelsat - the world's first GEO-LEO integrated global satellite operator.

As a leader in satellite communications, we provide global connectivity solutions - connecting businesses, communities, and governments around the world. We can connect you at on land, at sea and in the air. We also deliver broadcast television channels and packages, transmitting vital news reports around the world.

With Eutelsat You'll Get To:

• Pioneer the future of Space Technology
• Bring connectivity to remote frontiers
• Collaborate with customer-centric experts
• Embrace cultural diversity in our global team

In a dynamic industry where passion drives our teams to make a difference to become the most trusted partner for global satellite connectivity, you will elevate your skills in a stretching, rewarding, and meaningful environment. At Eutelsat, we’re united by inclusion and diversity, striving for gender balance and social responsibility, on Earth and in Space.

Why Eutelsat?

• Commitment to Diversity & Inclusion: With colleagues from over 75 countries, we embrace our global DNA and are committed to creating an inclusive workplace. We are proud that one-third of our executive team and 60% of our board are represented by women.
• Ways of Working That Drive Us: As "One Team," we work collaboratively towards shared goals, with customer-centricity, respect, and inclusivity as our guiding principles.
• Sustainability at Our Core: At Eutelsat, sustainability is more than just a word; it's woven into our strategy. We're dedicated to balancing social, environmental, and economic growth - both on Earth and in space.
• Work-Life Balance: We offer flexible schedules and hybrid work options to help you balance your personal and professional life. At Eutelsat, we are committed to supporting your well-being and ensuring you have the flexibility you need to succeed both at work and at home.

Who You Are:

You have general knowledge of IP, LTE and satellite communications. You're ready to roll up your sleeves and learn how the satellite system and managed platform work in its details. You're a self-learner, ask questions and enjoy challenges. You feel comfortable with technical discussions in the presence of skilled customers. You know how to get traction, gain consensus, and communicate effectively. You want to make a real difference in the world by joining us on our mission to be the most trusted partner for GEO-LEO global satellite connectivity, finally bridging the digital divide.

What You’ll Do:

Coordinate technical investigations on the satellite connectivity system performance across a multidisciplinary team. Act as a L3 technical escalation to support our services and partners during complex investigations or critical escalations.

Proactive analysis system and service performances, to identify anomalies which lead to poor performance.

Enhance system and service monitoring and reporting to understand and communicate user experience with internal and external stakeholders

Focus on analyzing and mitigating early life service failures to improve customer experience

Ensure fluid communication with the various cross functional teams on technical investigations and developments

Support the User Terminals and other L3 teams with the release process: preparation, execution, and documentation

Keep automation at the forefront of all activities

What it Takes:

Resilience, and multitasking capabilities

MS or equal in Telecommunications or similar

2/3 years in operational domain and experience in service support will be a strong plus

Excellent verbal and written communication skills

What We’d Love:

Experience with radio link layer

Knowledge of Network Monitoring System (e.g. Dataminer, Grafana, Nagios) is a strong plus

Where You'll Be:

Turin (IT) or London (UK) or Dubai (UAE). This role includes on-call rotation and traveling mainly in EU.

Eutelsat treats the protection of personal data submitted to it seriously. By submitting this application, you agree to the collection and retention of your personal data by Eutelsat and acknowledge notice of, and understand the terms of Eutelsat’s Privacy Policy (as amended from time to time).

This role is a Eutelsat job opening; all of our open roles are posted on the current OneWeb and Eutelsat websites. Please note that when you are applying, your application may be seen by both teams.