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Global Technical Support Consultant (002320) in Ålesund at Inmarsat

Date Posted: 9/28/2018

Job Snapshot

Job Description

Overview

As a Global Technical Support consultant, you’re building knowledge and skills on communications and networking; you want to grow your knowledge both academically and practically across a range of communications and technology.  What makes you different is the passion and self-drive you demonstrate in taking a customer’s issue and owning it through to completion, exceeding all expectations along the way.  Your dedication and loyalty are absolute, you love to problem solve and feel challenged, and your greatest wish is to embed yourself with the most innovative and thriving technologies that exist not just today but tomorrow as well.  You want to make a difference to real people and with Inmarsat, the UK’s pioneering satellite technology company, you can.

Primary purpose of the position

As a Global Technical Support Consultant, you’ll be monitoring and maintaining terminals, firmware and networks for Inmarsat’s Partners and end customers, sometimes as part of a Managed Service offering.  If there are any issues relating to the ‘Service Offering’, such as configuration, upgrades, throughput, you’ll be the first person our Partners and end customers will come to.  Tasks can include documenting cases, diagnosing hardware/software faults and solving technical problems, either over the phone or face to face.  Most importantly, as customers cannot afford to be without safety communications for more than the minimum time taken to repair or replace, your technical support is vital to the ongoing operation of vessels, aircraft or land based terminals and the lives of those relying on these services.

Job Requirements

Responsibilities

  • Working with customers to do initial identification and diagnose hardware device, software application, system and/or network problems and advising on the solution providing customer excellence along the way
  • You will participate in troubleshooting any GX service system or hardware issue raised by our channel, NOC or other internal parties
  • You will work closely with the training academy to pass knowledge on GX troubleshooting processes, network tools and useful network/system experience you gain
  • Logging and keeping records of customer issues and solutions to enable Business Improvement initiatives including analysing call logs so you can spot common trends and underlying problems
  • Contribute to update self-help documents so customers and colleagues can try to fix problems themselves
  • Working with field engineers who conduct site visits if a problem is more serious
  • Testing and fixing faulty equipment

 

Essential 

  • Educated to degree level or equivalent in communications/network engineering
  • IP data and circuit switched data/voice connectivity, ideally within the satellite communications or cellular sector
  • Wireless Networking technologies such as WiFi® and Bluetooth® within a mobile / satellite environment
  • Exceptionally customer-focused and love assisting other people overcome technical challenges, which drives you to identify solutions both inspirational and innovative
  • Self-motivated and tenacious in ensuring that, even under pressure, tight deadlines are met
  • Proactive in maintaining and growing strong technical awareness along with solid commercial knowledge. You are a fantastic communicator and you are keen to share your ideas
  • Ability to communicate effectively at all levels and decipher technically complex issues from a multicultural customer base

 

Desirable

  • Good understanding of network and networking protocols
  • Good understanding of core Inmarsat Products & Services and their capabilities
  • Experience in working on a shift pattern
  • Knowledge of a foreign language