Service Delivery Technician VSAT/SATCOM

Job title: Service Delivery Technician VSAT/SATCOM

Company: SES

Job description: ROLE DESCRIPTION SUMMARY
You will be a member of the SES Techcom Service Delivery team, contributing technical expertise in the RF, VSAT, SATCOM Networks and related Service Delivery domains. Your activities will include a) the maintenance and technical troubleshooting (mainly in the RF/VSAT domain) of existing SATCOM services, b) the deployment, set-up and configuration of VSAT infrastructure and the activation of new services and c) the service delivery in line with, for example, with the ITIL v4 framework and with the necessary ownership of responsibility to meet KPIs and SLAs. You will interface with customers for such activities and the coordination with other teams and suppliers, mainly in Europe but also around the globe. A limited amount of international travel is required to support new VSAT services deployments or to perform ad-hoc troubleshooting and maintenance.

Extended Job Description:

PRIMARY RESPONSIBILITIES / KEY RESULT AREAS

  • VSAT/SATCOM service Incident/Request Logging and Categorization: As part of the service delivery desk, support the logging and categorization of incoming incidents, as per company processes/framework and available ticketing tools
  • VSAT/SATCOM Incident and Request Resolution: resolving incidents with the goal of restoring services as quickly as possible, as per SLA and KPIs. This might involve interacting with other teams (local or remote) and instructing them on actions to be performed (such as a BUC or LNB or a cable ex-change with a spare) or receiving tasks to be executed
  • Perform end to end incident management (from proper logging to closure), taking ownership of tasks, actions and issues
  • Keep the CMDB up-to-date
  • Plan and perform preventive maintenance on (VSAT) infrastructure
  • During an incident or an activity, drive and monitor the performance of remote hands (in cases that there is another maintenance team deployed in a remote location)
  • Perform installations and configuration of VSAT terminals
  • Perform line-ups and terminals commissioning / de-commissioning
  • Perform test campaigns at component (for example before or after RMA), subsystem (for example during the build-up of a new VSAT system) or network level
  • Develop new or improve existing technical procedures, such as test procedures or preventive and corrective maintenance procedures for VSAT systems and components
  • Support the engineering team in developing new SATCOM products and services
  • Contribute, together with the other members of the service delivery team and with engineering:
  • in the planning, preparation and implementation of the transition from a project to a service
  • during the execution of the service cooperation between level 2 and level 3
  • sharing of daily learning from the system to incorporate this knowledge into the design of the project
  • Prepare reports, related to incidents (RFO=Reason for Outage) and or other activities performed such as the commissioning of a terminal or a test campaign
  • This position requires scheduled On-Call standby and support during out-of-office hours according to and within the limitations of the currently applicable On-Call policy of SES

COMPETENCIES

  • Good level of technical skills in SATCOM elements and subsystems, such modems, antennas (C-band, Ku-band, etc), RF components (LNB, BUCs), test and measuring instruments (Spectrum Analyzer, VNA, etc), power, etc.
  • Good understanding of end-to-end VSAT communications and good troubleshooting skills
  • Experience in service delivery applying the ITIL service delivery framework and terminology
  • Ability to work in a structured manner following up on priorities set across different services (multitask) and taking ownership
  • Efficient team player, able to hand-over or take-over a task (such as incident) from other team members. Use of ticketing tool in a consistent and professional manner
  • Willing and able to work collaboratively with both customers and fellow team members
  • Sense of urgency and drive to get things done (in-line with service SLA and KPIs)
  • Attention to detail (for accurate CMDB updating and ticketing)
  • Empathy and good communication skills (having to interface with the customer for incident, problem solving, etc)

QUALIFICATIONS & EXPERIENCE

  • Technician diploma ( “13e” Lycée Technique) or equivalent degree in a technical discipline
  • ITIL v4 certifications will be considered an asset
  • At least 4 years of relevant „hands-on“ experience working with SATCOM equipment, Test & Integration
  • Hands-on experience in RF measurement techniques, test and verification of ground stations and auxiliary systems
  • At least 4 years of „hands-on“ experience working in a service delivery team or service support function (CMDB updating, ticketing, interfacing customer for incidents, problems, etc)
  • Proven expertise and reliability in setting up and configuring SATCOM equipment and delivering services
  • Hands-on experience in assembling and setting up VSAT terminals (up to 3.8m Antennas); experience with land mobile, maritime or aero terminals is an advantage
  • Good command of MS Office package (Word, PowerPoint, Excel, Visio)

OTHER KEY REQUIREMENTS / COMMENTS

  • NATO/EU SECRET clearances are considered a strong asset. The candidate must be willing to undergo a security clearance procedure as this position might require holding a security clearance
  • EU nationality or work permit for Luxembourg
  • Fluent in English. Any other language is considered an advantage
  • Ability and willingness to integrate into an international environment, to travel internationally (in the range of 20%) and to communicate with international peers and customers

WHAT’S IN IT FOR YOU

  • Flexible working policy
  • Bonus and equity plans
  • Comprehensive and competitive benefits plans
  • A range of wellness activities and employee assistance programmes (varies by location)
  • An employer that values all aspects of Diversity and respects every individual’s story

GOOD TO KNOW

SES is an Equal Opportunity Employer, committed to workplace diversity & inclusion. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability, or other characteristics protected by local, state, or federal law.

Expected salary:

Location: Betzdorf, Rheinland-Pfalz

Job date: Sun, 31 Oct 2021 04:09:50 GMT

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