Technical Support Engineer

Omega Resource Group; Cambridge; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading company in IT solutions seeks a Technical Support Engineer for a permanent role in Cornwall. Responsibilities include providing 1st and 2nd line technical support to maritime and land-based customers. The ideal candidate will have experience in customer service, technical skills with IP networking, and the ability to handle complex inquiries. Enjoy benefits like free parking, annual bonuses, and generous holidays.

Benefits

Free parking

Annual bonuses

Pension up to 7.5%

25 holidays plus bank holidays

Qualifications

• Expérience dans le service à la clientèle et/ou opérations réseau.
• Connaissance d'équipements comme Inmarsat Maritime et VSAT.
• Fortes compétences en communication et expérience pratique en réseautage IP.

Responsibilities

• Fournir un support technique 1er et 2ème niveau pour les clients.
• Surveiller les réseaux, résoudre les problèmes de service et analyser le trafic IP.
• Gérer les interactions clients via Freshdesk.

Skills

Customer Service

Technical Support

IP Networking

Communication

Attention to Detail

Education

CCNA/JNCIA certification

Job description

Technical Support Engineer
Location: Cornwall
Contract: Permanent

We are recruiting for a Technical Support Engineer to join a global client specialising in IT solutions and communication services within Government and Maritime markets.

As a Technical Support Engineer, you will be responsible for 1st and 2nd line technical support on product, service, and billing inquiries for maritime and land-based customers.

This is a permanent, full-time position based in Cornwall, requiring shift work. Benefits include free parking, annual bonuses, pensions up to 7.5%, 25 holidays plus bank holidays, and more.

Role Requirements:

• Manage responses to customer inquiries promptly and efficiently, exceeding expectations where possible.
• Provide 2nd line technical support across various solutions, including multi-carrier bearers (Ka/Ku/L Band, LTE), virtual environments, and infrastructure.
• Monitor networks proactively, investigate alarms, report outages, and resolve service issues, escalating when necessary.
• Perform IP traffic analysis, troubleshoot routing and switching faults, and interpret satellite link statistics.
• Lead by example in logging customer interactions in Freshdesk for accurate fault management.
• Seek ongoing technical training, share knowledge with colleagues, and recommend system improvements.
• Understand the product portfolio to support both 1st and 2nd line teams.
• Perform additional tasks as delegated by management.

Ideal Candidate:

• Experience in Customer Service and/or Network Operations.
• Commercial awareness, initiative, and ability to work independently.
• Willingness to learn new systems and services.
• Operational, service, or technical experience with Inmarsat and/or VSAT systems.
• Knowledge of customer equipment such as Inmarsat Satellite Maritime Equipment, Seatel & T&T VSAT, Inmarsat Land Mobile systems (BGAN, Iridium, Thuraya, GX).
• Practical IP networking experience (CCNA/JNCIA).
• Strong communication skills, attention to detail, and good PC skills.
• Customer-focused with a right-first-time attitude.
• Organized, capable of leading shifts, and able to achieve SC security clearance.

For more information, contact Juls Bujalska or send your CV to the provided link.

Omega Resource Group specializes in engineering, aerospace, automotive, electronics, defense, scientific, oil & gas, construction, manufacturing, energy, renewables, and tech sectors.