Technical Support Analyst

at  Avanti Communications Group PLC

ABOUT US

Avanti Communications (“Avanti”) is a global multi-orbit provider of fully integrated connectivity services and solutions.
With a mission to help the world become better connected, Avanti is the leading KA-band high-throughput satellite capacity partner to the communications industry in Europe, the Middle East and Africa. We leverage our satellite technology to create custom solutions that protect communities and unlock opportunities for individuals, communities, businesses, and governments all over the world.
As a global business, Avanti is able to deliver reliable, high-performance solutions worldwide, even in the most challenging of locations. It uses its scale and expertise to connect those in hard-to-reach rural areas, improving access to education and helping to create a safe environment for people to live and work.
Founded in 2002, Avanti operates a fleet of four Ka-band HYLAS satellites that offer 50Ghz capacity and a secure ground network of seven Gateway Earth Stations. This has the power to connect more than 1.7 billion people across 18 countries. We have also become a certified Great Place to Work UK, making this a truly exciting time to join us!
For more information, please visit avanti.space

ROLE PURPOSE

Avanti’s Technical Service Desk serves as a single centralized point of contact for all customers available 24/7. Customer Case management operations are conducted by the service desk team to restore regular service to customers as quickly as feasible.
As one of our Technical Support Analysts, your unflappable nature and personal approach will give our customers the confidence you’ll get right to the root of their problem.
You’ll be the first point of contact for our customers and will work with customers across the globe to quickly fix their problems in line with Service Level Agreements (SLAs).

KEY ACCOUNTABILITIES & RESPONSIBILITIES

• Records, triages, and prioritises customer cases to ServiceNow as received via phone, email, web portal or automated generation through monitoring tools.
• Performs L1 investigation for those cases that concern faults and attempts to resolve them using the standard operating procedures and knowledgebase of the TSD adhering to the customer SLAs.
• Escalates those cases that are not possible to resolve at L1 to L2 as service impacting incidents.
• Owns the communication with the customer during the lifecycle of a case (including major incidents) and alongside, interacts between the technology resolver groups, third party service providers, and other departments within the company to ensure successful resolution and SLA adherence.
• Creates service requests based on the specific Case requirements and assigns them to the right group (Service or Technology).
• Fulfils service requests that are assigned to the technical service desk as per the defined service catalogue.
• Monitors service performance indicators via the supplied monitoring tools and proactively acts as per standard service desk operating policies and procedures.

IN ADDITION TO THE ABOVE RESPONSIBILITIES, THE JOBHOLDER IS REQUIRED TO PERFORM OTHER REASONABLE DUTIES AS ASSIGNED BY THE LINE MANAGER FROM TIME TO TIME.

By applying for this position, you consent to your personal information being shared with our recruitment team. For further information please visit https://www.avanti.space/privacy-policy/