Service Agent, Gateway Operations

Service Agent, Gateway Operations

The purpose of the Gateway Service Solutions team is to ensure reliability of SES' ground infrastructure and customer services, especially within incident management. We drive innovation for our infrastructure, products and services and manage ground segment for both heritage and next-generation systems.

 

You will be responsible for (this is not an exhaustive list):

• Providing a qualitative approach to continuously improving the experiences or our customers.
• Be the first point of contact for any Gateway issues and work with solutions at the cutting edge of technology
• Provide exceptional customer support and serve as the main point-of-contact and facilitate all communications between customers, vendors, internal and external fix agents necessary to resolve highly technical issues at SES owned or managed Gateways and Teleport Infrastructure for O3b mPOWER as well as other MEO/GEO missions
• Monitor all Gateway elements including ground based large aperture Antennas, RF, Teleport Infrastructure, Network and terrestrial circuits and Control systems to assure mission critical traffic and customer connections are operational with minimal degradation or outages as specified in Service Level Agreements (SLAs)
• Ensure all events are properly documented, escalated and reported. Initiate timely technical and management escalation as required
• Participate in the daily health checks and escalation point for any issue
• Gather, organize, and analyse large amounts of data with speed and accuracy as well as detect relationships and make decisions using sound methodical judgment
• Work 12 hour rotating shifts that may include nights, weekends and holidays

 

YOUR PROFILE:

 

Must Have

• Bachelor’s degree in Engineering, Satellite Communication, Computer Sciences or equivalent, coupled with professional vocational training and qualifications
• Minimum of 2 years’ experience in technical support experience in the satellite or wireless communications industry
• Technical support experience in the satellite or wireless communications industry
• Knowledge and experience of Ground based Antenna systems
• Willing to work in shifts, (including nights, weekends and holidays), according to the relevant Company policy in place

 

Nice to Have

• Knowledge of the Satellite or Telecommunications / Satellite industry
• Microsoft applications (Access, Excel, PowerPoint, Outlook, Visio, Word)

he base salary range for this full-time position is $65,000.00 - $75,000.00 + bonus + benefits. Our salary ranges are determined by role, level, and location. The range displayed on this job posting reflects the target salary for new hires in the Virginia area. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. 

 

In addition, we offer:

• Bonus plan
• Comprehensive and competitive benefits plans
• A range of wellness activities and employee assistance programs (varies by location)

 

 

Embark on a career with us, where diversity isn't just a buzzword – it's our driving force. We are crafting a workplace mosaic that values every hue, background, and perspective. Join a global team where inclusivity sparks innovation, and individuality is not only embraced but celebrated. At SES we are committed to hiring inspiring individuals from all backgrounds. We take great pride in creating safe and inclusive processes and we support the recruitment, retention, and evolution of all employees irrespective of gender, colour, race, ethnicity, religion, sexual orientation, disability, veteran or marital status, background or walk in life.

SES is an Equal Opportunity Employer and welcomes diversity!

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