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Engineer, Customer Service Delivery
2015-09-29 17:05:38| Space-careers.com Jobs RSS
Engineer, Customer Service Delivery Ref SES0669 Region Europe Location Luxembourg Betzdorf Company SES Category Other Engineering Technical Position Staff Published 20150923 Context The Engineer, Customer Service Delivery is responsible for the day to day management of Consumer Broadband and Enterprise VSAT platforms. The incumbent shall provide Level 2 support to the Multimedia Network Operations Centre MNOC and technical assistance to SES sales and commercial teams. Reporting to the General Manager, Multimedia Network Operations the incumbent is responsible for tracking and resolving operational and engineering issues that affect SES managed services such as AstraConnect. Role responsibilities include advanced platform configuration and resource planning. The incumbent will be responsible for tracking and resolving interference incidents related to services under their responsibility. This is not a shift position but the incumbent will be required to provide rotational oncall support and, in exceptional circumstances, may need to cover shift absences. Responsibilities Take ownership of and resolve medium and long term issues that affect customers services In concert with the commercial teams, develop a strong relationship with key customers acting as a point of contact for escalated SES trouble tickets Support IP production networks under the responsibility of MNOCSD liaising with network and ground engineers when necessary Assist MNOC controllers in the detection and resolution of service affecting RF interference events Manage the integration of new platform infrastructure and upgrades to existing systems Participate in and contribute to the next generation NOCNMS project Carry out site acceptance tests SAT for IP platforms installed in Betzdorf Plan and coordinate system administration activities Provide advanced technical support to customers as and when required Carry a mobile telephone for emergency contact according to a predefined schedule. Experience Qualifications Advanced technical knowledge of IP networks and server systems Linux Proven track record in IP platform management and troubleshooting Very good knowledge of satellite communications techniques Very high level of and operational awareness and ability to work independently Ability to schedule and coordinate complex operational tasks Ability to create and deliver training and certification material Ability to prioritise tasks and work effectively under stress Strong customer focus and attention to detail Good written and oral communications skills Ability to work as a team member and in a supervisory role Technical Degree in IT andor Telecommunications BAC 3 Minimum of 4 years experience as a Senior MNOC controller or related position Minimum of 8 years working experience in the field of Information Technology, Communications Systems and IP networks Advanced knowledge of Satellite based IP platforms and associated systems Careful planning and execution of configuration changes Rapid and effective fault resolution Ability to maintain strong relationships with internal and external stakeholders Produce high quality and accurate operational reports Innovate to develop working environment Deliver tangible improvements to systems under personal responsibility. Our Offer Competitive salary package, coupled with a diverse array of challenges and development benefits. SES is an Equal Opportunity and Affirmative Action Employer. This position reports to General Manager, Customer Service Operations Apply for this Job online
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customer
delivery
customer service
Category:Transportation and Logistics