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Service Support Engineer - IP Domain - Emergency.lu
Service Support Engineer - IP Domain - Emergency.lu - 2 year contract
| Ref | SES0680 |
| Region | Europe |
| Location | Luxembourg - Betzdorf |
| Company | SES |
| Category | Ground / Terrestrial Engineering |
| Position | Staff |
| Published | 2015-10-12 |
Context
Emergency.lu is designed to deliver emergency communication services anywhere in the world with a 24 to 48 hour response time
You will technically support the operation of the service.
As a Service Support Engineer of SES Techcom, you are supporting projects and services, by implementing and operating ground infrastructure for satellite communication platforms.
Supporting the Service Management department, you may also be involved in supporting activities among different vendors and participate in integration activities into the existing infrastructure.
You will also work on the positioning/commercialization of new broadband products and services in the field as well as on new distribution schemes.
Responsibilities
• Responsible for the support of projects and services, and taking proactive and corrective actions to maintain service availability according to SLAs
• Act as point of contact to customers’ requests for information, support and problem escalation.
• Analyse trends and recommend solutions and service improvement strategies
• Interact with internal departments as well as Customers to ensure appropriate feedback regarding technical matters
• Support vendors and subcontractors relationships by ensuring the most effective support of the provided products and services
• Initiate, prepare and lead product and/or service training activities.
• Perform onsite intervention to resolve issues if required
• Support Service Desk activities like monitoring, follow-up trouble ticketing processes, providing regular customer reports and prepare service level reports (SLA, KPI)
Experience / Qualifications
• Engineering degree or equivalent degree in ICT
• Minimum 3 years of professional industry relevant experience
• Fluency in English (French being considered as an important additional asset).
• ITIL certification is a plus
• Up-to-date knowledge of broadband and telecommunication services with a solid technology background
• Knowledgeable/expert in as much as possible domains amongst which VoIP, Wi-Fi and WIMAX broadband networks
• Deep understanding of the IP domain (satellite based networks such as VSAT networks would be considered as an important asset)
• Strong analytical skills, ability to produce meaningful analysis and recommendations of technical solutions
• Ability to coordinate internal and external partners to deliver high level service support
• Excellent presentation, negotiation and communication skills
• Good understanding of customer requirements and experience to translate them into technical solutions
• Readiness to travel
Our Offer
SES is an Equal Opportunity and Affirmative Action Employer.
This position reports to
Senior Manager, Services at SES Techcom Services
Betzdorf
Luxembourg
L-6815
