Front Line Service Technician (CZ)

at  Serco Group

Serco is a leading Space Services Provider with thousands of skilled resources that has supported over 50 space missions on behalf of more than 10 Space or Government agencies around the globe, including the ESA and NASA. Serco offers space capability across the full space lifecycle from satellite testing to Launch services, LEOP to spacecraft operations, space surveillance to data management, and supporting downstream application development. With over 55 years history in the space sector Serco is well placed to contribute to National strategies and New Space ventures who want to scale their businesses/organizations with skilled talent.
Are you ready to support space exploration as a Front Line Service Technician? We have an opportunity for you to join our team in the Serco Office in Prague. If you’re enthusiastic about entering the thrilling realm of space and becoming an essential member of our team, we would love to hear from you.
Serco is part of the “DUA Service” consortium, which aims at developing a unique digital identification system to track the usage of assets and services relevant to DestinE, navigating across large bodies of text, tracing not only DestinE acknowledgement detection but DestinE relevance to science and policy making decisions. In this context, Serco oversees the operation and maintenance of the DestinE Usage Assessment Dashboard Services, to collect and visualize summary statistics of Destine usage based on multiple criteria. This dashboard service will facilitate EC members to regularly assess DestinE usage and support DestinE entities (e.g., ESA, ECMWF, and EUMETSAT) to report the success of related DestinE activities.

YOUR SKILLS:

• Knowledge of ticketing system tracking tool (JIRA).
• Experience with Grafana tool.
• First Line / Second Line of support.
• Pro-active approach to problem identification and resolution.
• Comfortable with working in a diverse and multinational team environment.
• Proficient in the English language, both written and spoken.
• Knowledge of another EU member state language is an asset.
• Candidates must be eligible to work in the EU.
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As a Front Line Service Technician you will focus on the following responsibilities:

• Operate USR Services efficiently and in line with defined SLA.
• Notify users on and manage DUA operations anomalies.
• Provide the users with Help Desk assistance.
• Contribute to Operations Reports KPIs.
• Prepare Incident Reports.
• Report (via the monitoring dashboard) on any service unavailability and subsequent resumption.
• Provide users with open-access information on how to use the DUA Dashboard Services.
• Ensure the availability of DUA Dashboard landing page for public information without access control, containing up-to-date basics DestinE diagnostics and performance metrics.
• Participate to yearly User Open Reviews organised by ESA.
• Regularly collect user feedback and seek for a continuous service improvement.
• Document and publish on a website an annual report analysing the attractiveness of DUA Dashboard Services for users and external stakeholders.