Address
Form of work
Salary Main Purpose of Job
–To provide specialist support for military applications, land and sea based.
–To be a pro–active member of the Global Customer Support Centre (GCSC) delivering 1st and 2nd line Technical Support on product, service and billing enquiries primarily for the Royal Navy but to also include both maritime and land based commercial customers.
–To provide 1st /2nd line network operations support including monitoring of the companies VSAT Networks and its BGan POP, assisting with line up and service issues and ensuring that problems are resolved quickly whether overall network or remote customer related.
–Working within a team with a clear growth path and development strategy that encourages internal growth.
Key Tasks
–To liaise with the internal MoD projects and engineering teams
–To monitor and respond accordingly to the MoD Escalations email inbox
–To respond to customer enquiries and to reply quickly and efficiently ensuring that customer expectations are met and, for key customers, that SLA's are met specifically in regard to response and resolution times
–To ensure each call/email is logged and that Microsoft CRM or Freshdesk are maintained at all times, so clarity is ensured for other team members, chasing cases and escalating issues to other departments or the on call engineers where necessary (and in consultation with Shift Supervisor) and following each issue to conclusion.
–To provide 1st/2nd line support for GCSC activity ensuring continuity between shifts (day and opposite night shift) and seamless handover of tasks outstanding
–To assist with monthly customer surveys and reports to ensure that company service levels are met.
–To manage inbound calls as required by the Shift Supervisor
–To assist in the development of systems to deliver front line support for the company's customer handling and customer care programmes and make
recommendations for improvements
–To proactively monitor the GCSC associated infrastructure, investigate alarms, issue outage reports, act on high usage alerts and resolve any and all service
issues. Whether network or remote customer related Manage cases through to resolution, with the assistance of the Technical Support Supervisor, escalating to both internal and external resolver groups
–To actively pursue technical training and to continually update technical expertise.
–Training on products and services, sharing this knowledge with shift colleagues.
–To make recommendations to improve development of systems and processes to the benefit of the customer and company
–Any other appropriate tasks as delegated by management Dimensions
Monday to Friday between the hours of (Apply online only), will be on a weekly rotation of either
early or late shifts, for example (Apply online only) or (Apply online only)
Supervision
No supervision of others but self–management is vital to ensure service issues are
proactively addressed quickly and to agreed timescales
Assignment and Review of Work
Work assigned on day to day basis resulting from:
Customer and agent enquiries
Internal inter–departmental requests
Handover from other shifts
NOC/support desk operational occurrences
Manager/Shift supervisor
Customer focussed activity.
Decision Making
Time Management
Keeping customer informed at all times in appropriate fashion
Taking personal ownership and seeing through to completion any task.
Judgement
Prioritising workload.
Expected to exercise high level of judgment to pre–empt issues escalating and to
refer issues to the correct person where necessary
Contacts With Others
Primarily Customers (and prospective customers) and Agents calling the Support desk
Other departments within Company via on call engineering personnel or by e mail/telephone
Other support desks including Inmarsat, Land Earth Stations, Manufacturers and VSAT partners, Paradigm
Equipment
Desktop PC or laptop with network access
Internal databases and systems via secure internet eg Great Plains, NIBS, Microsoft CRM
Network Control Centre monitors and PCs via secure VPN VOIP phone and broadband
Company mobile phone if required by company
Experience/Skills/Qualifications
Essential:
Experience in operating Royal Navy communications systems
Customer facing experience
Be computer literate
Confident and clear telephone manner
Possess a keen commercial awareness with ability to work on own
initiative and unsupervised
Ability and willingness to continuously learn and support new systems and
services
Preferred:
Inmarsat and/or VSAT operational, service or technical experience
In depth technical knowledge of at least some of the following customer
equipment or systems
NAICIS, MNE, SCOT, LC2, IRL
Inmarsat Satellite Maritime Customer equipment including T&T
Sailor, JRC systems and Intellian FX
Cobham Seatel, T&T and Intellian VSAT equipment
Inmarsat Land Mobile systems including Nera & T&T (BGans)
Iridium Certus, Thuraya
3G/4G Wireless LTE
Knowledge of customer IT networks/systems eg IP address ranges
Cisco and HP Switches
Network Operations experience
Most Difficult Part of Job
Multi–tasking and prioritising
Ensuring that all support meets the expectations of our customer by
maintaining the measurements set in relation to Customer Satisfaction and
ensuring all enquiries are dealt with quickly and efficiently
Accuracy of record keeping
Keeping up to date with product knowledge, technical and regulatory
changes
Assisting NOC during leave or sick cover required
