Technical Support Engineer

Omega Resource Group; Cambridgeshire and Peterborough; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company specializing in IT solutions seeks a Technical Support Engineer for a permanent full-time role in Cornwall. The position involves providing 1st and 2nd line support for maritime and land-based customers, requiring technical expertise in satellite systems and networking. Benefits include annual bonuses, pension matching, and generous holiday allowances.

Benefits

Free parking

Annual bonuses

Pension matched up to 7.5%

25 holidays plus bank holidays

Qualifications

• Experience with Inmarsat and/or VSAT systems.
• Knowledge of IP networking and customer management systems.
• Ability to obtain SC security clearance.

Responsibilities

• Provide 1st and 2nd line technical support for customers.
• Conduct IP traffic analysis and troubleshoot network issues.
• Manage customer inquiries and ensure satisfaction.

Skills

Customer Service

Network Operation

Technical Troubleshooting

Effective Communication

Attention to Detail

PC Skills

Education

CCNA/JNCIA

Job description

Technical Support Engineer

Location: Cornwall
Contract: Permanent

We are recruiting for a Technical Support Engineer to join our team for a global client specializing in IT solutions and communication services within the 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 both maritime and land-based customers.

This is a permanent full-time position based in Cornwall. The role requires working different shifts. Benefits include free parking, annual bonuses, pension matched up to 7.5%, 25 holidays per year plus bank holidays, and more.

Role Requirements

• Manage responses to customer inquiries promptly and efficiently, ensuring customer expectations and contractual obligations are met or exceeded.
• Provide 2nd line technical support and customer service across various technical solutions, utilizing multi-carrier bearers (Ka/Ku/L Band, LTE), bespoke virtual environments, and associated infrastructure.
• Manage concerns through to resolution, either directly or with internal and external resolver groups.
• Proactively monitor the GCSC networks, investigate alarms, issue outage reports, act on high usage alerts, and resolve service issues, escalating as needed.
• Conduct IP traffic analysis, investigate routing and switching faults across local and remote infrastructure, including wireless standards (802.11x, etc.).
• Perform RF analysis and interpret satellite link statistics to resolve satellite-related problems and generate network reports as required.
• Ensure customer interactions are logged within Freshdesk for accurate fault management.
• Actively pursue technical training to update expertise and share knowledge with colleagues.
• Recommend improvements to systems and processes for the benefit of customers and the company, and assist in maintaining up-to-date operational procedures.
• Understand NSSL's product portfolio to support both 1st and 2nd line teams as needed.
• Perform additional tasks delegated by management.

Candidate Requirements

• Customer Service and/or Network Operation experience.
• Commercial awareness and ability to work independently.
• Willingness to learn and support new systems and services.
• Experience with Inmarsat and/or VSAT systems.
• Knowledge of customer equipment or management systems such as Inmarsat Satellite Maritime Equipment, Seatel & T&T VSAT, Inmarsat Land Mobile systems (BGAN, Iridium, Thuraya, GX), and practical IP networking skills (CCNA/JNCIA).
• Ability to quickly learn NSSLGlobal products and troubleshoot over the phone.
• Effective communication skills, attention to detail, and strong PC skills.
• Excellent customer service skills, with a customer-focused attitude.
• Well-organized and capable of leading a shift by example.
• Ability to obtain SC security clearance.

For more information, please contact Juls Bujalska at (phone number removed) or send your CV to (url removed).

Omega Resource Group specializes in opportunities across various sectors including Engineering, Aerospace, Automotive, Electronics, Defence, Scientific, Oil & Gas, Construction, Manufacturing, Energy & Renewables, and Tech.