YOUR ROLE:

As a Technical Support Engineer, you will be a vital part of our global support team, ensuring the smooth operation of intricate satellite communications systems. You will provide top-tier technical support while resolving complex customer inquiries across a range of technologies, including IT infrastructure, firewalls, and satellite antenna systems.

KEY RESPONSIBILITIES:

• Customer Interaction: Manage and respond to customer inquiries efficiently, ensuring all service expectations and contractual obligations are met or exceeded.
• Technical Support: Deliver second-line support for technical issues across multiple platforms, including:
• Network Infrastructure: Troubleshoot routing and switching faults across both local and remote environments, including fixed and Wi-Fi networks.
• Satellite Systems: Conduct RF troubleshooting and interpret satellite link statistics to resolve issues related to Inmarsat and VSAT systems.
• Firewalls & Security: Support network security measures, including firewall management and web traffic filtering.
• Network Monitoring: Proactively monitor system performance, investigate alarms, and issue outage reports, acting on high usage alerts to ensure optimal service delivery.
• Documentation & Reporting: Log all customer interactions accurately within Freshdesk and provide insights for process improvements.
• Continuous Learning: Pursue technical training on new products and services and share knowledge with colleagues to enhance team capabilities.