Main Purpose of Job
- To provide specialist support for military applications, land and sea based.
- To be a pro-active member of the Global Customer Support Centre (GCSC)
delivering 1st and 2nd line technical support on product, service and billing enquiries
primarily for the Royal Navy but to also include both maritime and land based
commercial customers. - To provide 1st /2nd line network operations support including monitoring of NSSL’s
VSAT Networks and its BGan POP, assisting with line up and service issues and
ensuring that problems are resolved quickly whether overall network or remote
customer related. - Working within a team with a clear growth path and development strategy that
encourages internal growth.
Key Tasks
- To liaise with the internal MoD projects and engineering teams
- To monitor and respond accordingly to the MoD Escalations email inbox
- To respond to customer enquiries and to reply quickly and efficiently ensuring
that customer expectations are met and, for key customers, that SLA’s are met
specifically in regard to response and resolution times - To ensure each call/email is logged and that Microsoft CRM or Freshdesk are
maintained at all times, so clarity is ensured for other team members, chasing
cases and escalating issues to other departments or the on call engineers
where necessary (and in consultation with Shift Supervisor) and following each
issue to conclusion. - To provide 1st/2nd line support for GCSC activity ensuring continuity between
shifts (day and opposite night shift) and seamless handover of tasks
outstanding - To assist with monthly customer surveys and reports to ensure that
NSSLGlobal service levels are met. - To manage inbound calls as required by the Shift Supervisor
- To assist in the development of systems to deliver front line support for the
company’s customer handling and customer care programmes and make
recommendations for improvements - To proactively monitor the GCSC associated infrastructure, investigate alarms,
issue outage reports, act on high usage alerts and resolve any and all service
issues. Whether network or remote customer related - Manage cases through to resolution, with the assistance of the Technical
Support Supervisor, escalating to both internal and external resolver groups - To actively pursue technical training and to continually update technical
expertise. Training on products and services, sharing this knowledge with shift
colleagues. - To make recommendations to improve development of systems and processes
to the benefit of the customer and company - Any other appropriate tasks as delegated by management
Dimensions
Monday to Friday between the hours of 0800 – 1830, will be on a weekly rotation of either
early or late shifts, for example 0800 – 1630 or 1000 – 1830
Supervision
No supervision of others but self-management is vital to ensure service issues are
proactively addressed quickly and to agreed timescales
Assignment and Review of Work
- Work assigned on day to day basis resulting from:
- Customer and agent enquiries
- Internal inter-departmental requests
- Handover from other shifts
- NOC/support desk operational occurrences
- Manager/Shift supervisor
Customer focussed activity.
Decision Making
- Time Management
- Keeping customer informed at all times in appropriate fashion
- Taking personal ownership and seeing through to completion any task.
Judgement
Prioritising workload.
Expected to exercise high level of judgment to pre-empt issues escalating and to
refer issues to the correct person where necessary
Contacts With Others
- Primarily Customers (and prospective customers) and Agents calling the
Support desk - Other departments within Company via on call engineering personnel or by
e mail/telephone - Other support desks including Inmarsat, Land Earth Stations,
Manufacturers and VSAT partners, Paradigm
Equipment
- Desktop PC or laptop with network access
- NSSL internal databases and systems via secure internet eg Great Plains,
NIBS, Microsoft CRM - Network Control Centre monitors and PCs via secure VPN
- VOIP phone and broadband
- Company mobile phone if required by company
Experience/Skills/Qualifications
Essential:
- Experience in operating Royal Navy communications systems
- Customer facing experience
- Be computer literate
- Confident and clear telephone manner
- Possess a keen commercial awareness with ability to work on own
initiative and unsupervised - Ability and willingness to continuously learn and support new systems and
services
Preferred:
- Inmarsat and/or VSAT operational, service or technical experience
- In depth technical knowledge of at least some of the following customer
equipment or systems- NAICIS, MNE, SCOT, LC2, IRL
- Inmarsat Satellite Maritime Customer equipment including T&T
Sailor, JRC systems and Intellian FX - Cobham Seatel, T&T and Intellian VSAT equipment
- Inmarsat Land Mobile systems including Nera & T&T (BGans)
Iridium Certus, Thuraya - 3G/4G Wireless LTE
- Knowledge of customer IT networks/systems eg IP address ranges
Cisco and HP Switches - Network Operations experience
Most Difficult Part of Job
- Multi-tasking and prioritising
- Ensuring that all support meets the expectations of our customer by
maintaining the measurements set in relation to Customer Satisfaction and
ensuring all enquiries are dealt with quickly and efficiently - Accuracy of record keeping
- Keeping up to date with product knowledge, technical and regulatory
changes - Assisting NOC during leave or sick cover required