Technical Support Advisor

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 our client's 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 our client's 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 0800 - 1830, will be on a weekly rotation of either
early or late shifts, for example 0800 - 1630 or 1000 - 1830
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