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GX Lead (001877) in London at Inmarsat

Date Posted: 4/10/2018

Job Snapshot

  • Employee Type:
    Permanent
  • Location:
    London
  • Job Type:
    Other
  • Date Posted:
    4/10/2018

Job Description

Primary role purpose:

As a Global Technical Support Engineer, you’re not new to communications and networking; you’ve grown 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 issues and owning it through to completion, exceeding all expectations along the way.  Your dedication and loyalty is absolute and your life’s desire is to embroil yourself in a career where the challenges are greater than ever before - but the rewards are exponentially greater still. You love to problem solve and feel challenged and your greatest passion is to embed yourself with the most innovative and thriving technologies that don’t just exist today – but tomorrow.  You want to make a difference to real people and with Inmarsat, the UK’s pioneering Satellite Technology Company, you can.

As a Global Technical Support Engineer, you’ll be monitoring and maintaining the terminals, firmware and networks Inmarsat’s Partners and end customers and 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 installing and configuring systems, diagnosing hardware/software faults and solving technical problems, either over the phone or face to face.  Most importantly, as a customer 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 that vessel, aircraft or land based terminal and the lives of those relying on these services.

Some tasks you may be involved in include:

  • Working with customers to identify and diagnose hardware device, software application, system, and or network problems and advising on the solution
  • Logging and keeping records of customer issues and solutions to enable Business Improvement initiatives
  • Analysing call logs so you can spot common trends and underlying problems
  • Updating self-help documents so customers and colleagues can try to fix problems themselves
  • Working with field engineers who conduct site visits if the problem is more serious
  • Testing and fixing faulty equipment
  • On Call support 24/7 – in rotation with your colleague your on call pay will be as per Inmarsat guidelines and policy.

Job Requirements

Key Responsibilities:

This role will allow you to demonstrate and challenge your technical knowledge giving you the opportunity to work within a passionate, enthusiastic team that display a proactive, zealous and dedicated passion for our customer and their requirements, providing empathy drive and pioneering a level of service our customers want and deserves.

 

  • You have a keen interest to understand everything technical and spend hours taking things apart and putting them back together to see how and why they work. Your interest is now focused on the world of communications for both packet switched and circuit switched services. (Technical troubleshooting skills / Solution and Customer Focused / Attention to detail / Organised)
  • You are aware as a Satellite Communications Company, the IT infrastructure maybe exposed to cyber activity. Working with applications and CAPs, you are aware of the risks that Cyber activity can cause through corporate policy and procedures. (Technical troubleshooting skills / Initiative / Attention to detail / Organised)
  • You are exceptionally customer focused and love assisting other people overcome technical challenges, which drives you to identify solutions, which are both inspirational and innovative. (Innovation and drive / Leadership qualities / Solution and Customer Focused)
  • You understand why communications are critical and using your technical ability can ensure that network connectivity is maintained. (Technical troubleshooting skills / Solution and Customer Focused)
  • You are a fantastic communicator and you are keen to share your ideas (Effective communicator / Initiative / Drive)
  • You are keen to expand your technical knowledge and thrive on finding the right solution and sharing this with your colleagues. (Technical troubleshooting skills / Attention to detail / Team player)
  • You are keen to drive creativity that can influence a commercial organisation (Leadership qualities / Negotiation and Influencing skills / Confident)

 

A position to challenge you:

 

  • Work towards the development and successful delivery of Global Xpress services to VAR’s.
  • Demonstrate a high level of technical skill & knowledge in the L-band and Ka-band core networks and as well as an ability to share this knowledge with the Solutions Engineering – Networks team, in a way that grows the team members’ knowledge.
  • You will work on multiple projects, and will be responsible to understand the objectives and requirements of the projects.
  • Performing as a key specialist within the alpha and pre-beta testing of the GX network by evaluating the RF network, GX terminals and IP network
  • Conducting intense testing of software and complex technical developed systems
  • Design and installation of a satellite network remote lab for the R&D testing across all ocean regions ( IOR, AOR, POR)
  • Based on the company’s global presence, the discretion of customer confidentiality/activities is imperative when dealing with high profile customers.
  • Working with Cisco Partnership in developing SEP(Service Enablement platform) to be user friendly and stable solution for GX and BGAN network
  • Identify and report on product and solution performance improvements for the Inmarsat core network you are responsible for as well as any associated risks based on appropriate benchmarks.
  • You will provide 3rd line GX technical expertise to technical support team and our channel that requires Core Module and Network System debugging.
  • Create and deliver, reports and other documented metrics as agreed and required by the business
  • You will work closely with training academy to pass knowledge on GX, network tools and useful network/system experience you gain.
  • Support the sales channel with customer demonstrations and technical solution training as directed by the BU’s operational processes
  • You will be proactive in maintaining and growing a strong technical awareness along with a solid commercial knowledge all enabling you to consult and deliver appropriate solutions to your customers, building loyalty and rapport as you go
  • Engage with multiple stakeholders on complex projects negotiating with all parties to define, shape and understand technical requirements and act as a trusted adviser to the user community on technical issues
  • Operate as a subject matter expert at technical meetings/conferences as required
  • Maintain an in-depth understanding of key market domain dynamics (operational needs, constraints and tempo) , competitor activities and solutions used by government clients
  • Work with terminal manufacturers in their GX terminal development
  • You will interface with various manufacturers to validate software releases and patches and ensure that any network configuration changes are implemented safely on the live network
  • Perform over the air testing(OTAT) for any new type approvals
  • Applying professional knowledge to improve operational process controls by implementing procedures and networking system preparation

 

Essential Knowledge and Skills:

  • Current CCNA qualification or equivalent.
  • Professional telephone manner
  • Ability to communication affectively at all levels
  • Being able to decipher technically complex issues from a multicultural customer base
  • Display an adaptable and flexible approach in meeting a customer’s requirements, being creative, innovative and prepared to go the extra mile in assisting customers with their queries.
  • Working in a team environment and being a team player
  • PC Literate

Desirable Knowledge and Skills:

  • 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.
  • Mobile communications technologies such as Satellite Communications, Cellular Telephony, GSM, GPRS, 3G, UMTS
  • Wireless Networking technologies such as WiFi® and Bluetooth® within a mobile / satellite environment
  • CCNP qualification
  • Working knowledge of VSAT
  • Good understanding of core Inmarsat Products & Services and their capabilities
  • Experience in working in a technical and International customer service environment
  • Experience in working on a shift pattern
  • Inmarsat Channel Partnership & General Commercial Awareness
  • Knowledge of a foreign language
  • Awareness of Operational Process and Procedures
  • Problem or Incident Management course. Eg ITIL/PRINCE 2