Service Agent, Gateway Operations 1

ROLE DESCRIPTION SUMMARY

Our purpose is to ensure reliability of our ground infrastructure (gateways) and customer services, especially within incident management. We drive innovation for our infrastructure, products and services and manage ground segment for both heritage and next-generation systems:

• Provide the best experience for our customers and be the first point of contact for any gateway intervention
• Maintain Gateway availability and provide customer service continuity
• Work within an international organisation, in a fast-paced environment and become a valuable member of a successful team

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

• As member of a global Gateway Operations team, provide a qualitative approach to continuously improving SES' ambition to ZeroOutage
• Be the first point of contact (engineering level-2) for any Gateway issues and work with solutions at the cutting edge of technology
• 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 technical issues at SES owned or managed Gateways and Teleport Infrastructure
• 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 Agreements (SLAs)
• Ensure all events are properly documented, escalated and reported
• Initiate timely technical and management escalation as required
• Participate in the daily health checks and escalation point for any issue
• Gather, organize, and analyse large amounts of data with speed and accuracy as well as detect relationships and make decisions using sound methodical judgment
• Contributing to knowledge sharing and technical development to enhance team performance
• Work 12 hour rotating shifts that may include nights, weekends and holidays

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 communications industry
• Advanced knowledge and experience of Ground based Antenna systems
• Excellent command of Microsoft applications (Access, Excel, PowerPoint, Outlook, Visio, Word)
• Proficiency in real-time monitoring of gateway components, ensuring the health and performance of systems during 24/7 shift cycles
• Proficiency in English
• Ability to diagnose technical issues, facilitate resolution with customers, vendors, and internal/external agents
• Skilled in timely and appropriate technical and management escalation to maintain ZeroOutage standards
• Ability to explain technical issues to non-technical stakeholders and maintain customer satisfaction during issue resolution.
• Commitment to SES's ambition of ZeroOutage through process improvements and adopting best practices in operations
• Flexibility to work in a 24/7 shift cycle, adapting quickly to evolving technologies and operational demands.

Nice to Have

• Knowledge of the Satellite or Telecommunications / Satellite industry will be a plus
• Microsoft Office Competent
• Analytical reporting

WHAT'S IN IT FOR YOU

• Flexible working policy
• Bonus plan
• Comprehensive and competitive benefits plan
• A range of wellness activities and employee assistance programs
• An employer that values all aspects of Diversity and respects every individual's story

GOOD TO KNOW

Embark on a career with us, where diversity isn't just a buzzword - it's our driving force. We are crafting a workplace mosaic that values every hue, background, and perspective. Join a global team where inclusivity sparks innovation, and individuality is not only embraced but celebrated. At SES we are committed to hiring inspiring individuals from all backgrounds. We take great pride in creating safe and inclusive processes and we support the recruitment, retention, and evolution of all employees irrespective of gender, colour, race, ethnicity, religion, sexual orientation, disability, veteran or marital status, background or walk in life.

SES is an Equal Opportunity Employer and welcomes diversity!

For more information on SES, click here.