Overview

Global Government Service Desk Engineer Job at Inmarsat in London

Job Description

99 City Rd, Old Street, London EC1Y 1BJ, UK

Full-time

Level: Strategic Bids

Company Description

Inmarsat has been at the forefront of global mobile satellite communications for over forty years, and is the market leading provider of voice and high-speed data communications for users on land, at sea and in the air through its constellation of 14 geostationary satellites. Inmarsat is a privately owned company with a profitable track record and significant growth aspirations. This is represented by more than 55 nationalities in the workforce, reflecting the global and dynamic nature of the business. With an investment of over $3 billion in its latest network infrastructure, Inmarsat is at the forefront of global mobile communications innovation.

Government

Inmarsat’s Government business unit delivers against the requirements for voice, data and video services with demand for global availability and utmost reliability. Whether a military commander on operations, a government official responding to a local emergency or a head of state conducting international affairs, Inmarsat provides them with essential access to voice and broadband data, where and when they need it.

Job Description

Primary role purpose:
This engineering role is specifically designed to support Inmarsat Global Government (G2) direct customers’ telecommunications needs as a first point of contact for their operational support requirements. This includes receiving and actioning customer standard service requests, responding to service incidents and outages to diagnose faults and restore services, maintaining customer facing IT services, as well as testing and preparing satellite terminal hardware for field operations.

The G2 Service Desk Engineer will need to engage with both the end customer in the field as well as Inmarsat NOC, NCC and other internal teams to facilitate the delivery and / or restoration of services within required time frames.

The G2 Service Desk Engineer will work under the direct supervision of the Regional Engineering Manager and indirect supervision of Global Sales Support Manager to develop the skills required to oversee support to the direct customers.

The Service Desk will operate a 24/7/365 follow the sun model between Sydney, London and Ottawa, with each location responsible for covering an 8 hour shift plus max 30 minute hand-over. Excellent communications skills, logical ways of working and good hand over notes are essential to ensure that support can be transitioned seamlessly between overseas team shifts for completions when necessary.

Key Responsibilities:
Be the main point of contact for customer requests and issues under a direct contract with G2 (All non-standard requests will initially be dealt with by Sales and the Commercial teams up to the point of implementation)

Work a rotating shift pattern to ensure the service desk is supported at all times (24/7/365) with each location working their local day shift wherever possible

Answer customer calls and emails in fluent English language

Triage the requests and incidents, conduct further investigation as required and progress the delivery or resolution

Provide customer staff in the field with telephone support in equipment operation and fault-finding

Understand the full G2 product set from a set up and support perspective

Completion of allocated tasks to required quality within the agreed completion schedule

Ensure all support Service Level Agreements are met, keeping customer updated on progress

Conduct maintenance activities on IT systems and satellite terminal hardware in accordance with documented Work Instructions

Generation of knowledge articles to assist or speed up future operations

Must be committed to on-going personal development

Must be committed to continual improvement of the processes and ways of working

Qualifications

Essential Knowledge and Skills:
A Diploma or Degree in an Engineering discipline relevant to IT server administration, IP network engineering or telecommunications, or equivalent

Maintenance and support of physical and virtual Windows Server systems

Troubleshooting and resolving networking or communications systems incidents

Ability to prepare technical documentation and reports under supervision

Must have a problem solving approach and be creative under pressure

Must be able to listen and empathise with customer issues – putting the customer first

Good communicator both internally and externally to the organisation

Must have a sense of urgency and ownership of customer requirements and incidents

Must be self-motivated to achieve required task and project completion to BEST standard in a busy environment

Must be competent with use of Microsoft office applications (Word, Excel, PowerPoint) as well as Microsoft Visio

Must hold UK citizenship and have a suitable background to qualify and maintain a UK government SC security clearance

Desirable Knowledge and Skills:
Certifications in Windows Server and VMWare ESXi

Certifications in IP Networking / Cisco networking

Experience in satellite communications, telecommunications and/or IP networks

A working knowledge of Linux and Microsoft operating systems

A working knowledge of network virtualisation technologies (VMware, Hyper-V)

VSAT installation and fault finding experience. GVF certification

A working knowledge of trouble ticketing systems and document repositories such as Jira/ServiceNow and Confluence /SharePoint

Additional Information

You must be eligible to work in this location advertised.

Inmarsat Values:
Our values define Inmarsat’s culture and represent what we believe in. Inmarsat employees aspire to certain behaviours which support our corporate values, they create a stronger working environment and lie at the heart of our continued success as an organisation.

  • Accountability – taking ownership, getting results and keeping our promises
  • Respect – collaborating, embracing diversity and valuing differences
  • Excellence – creating bold solutions for our customers and putting quality at the heart of everything we do

About Company

Company: Inmarsat

Company Location:  London

Job Category: Engineering Jobs, Mechnical Jobs, Electrical Jobs

About Inmarsat