Main goals
Provide end-user support for the Marlink Maritime Satellite communication and value-added solutions – via phone, email and remote management & control channels.
Responsibilities and authorisation
The Support Engineer is responsible for receiving, logging and carrying out administration and fault investigation tasks on the incidents reported by the Marlink end-user/customer.
He/she is further responsible for escalating issues to 2/3.line support functions whenever applicable – as part of the incident management process. The Support Engineer is also responsible for follow up towards the end-user/customer and keeping the customer updated on the progress/status of reported incidents.
He/she is authorized to escalate incidents and problems to the upper support team or Field Resource and/or Logistics when deemed necessary to ensure the continuity of critical Customer and Marlink services.
Main tasks
- Perform first line-end user support over the phone, via email or via remote management & control channels
- Participate in request fulfilment activities when applicable.
- Be part of the 24/7 (follow the sun) shift rotation in RCS team
- Work closely with the other functions in the Maritime Operation and Delivery
- Documentation of all work related to e.g., incident management and request fulfilment in the Marlink Ticketing System.
Main knowledge
- Graduate of Engineering/Electronics/Information Management or equivalent background/experience
- Knowledge in Networking/routing & IP as well as RF theory
- Experience in a technical support / customer service roles
- Experience in Maritime SatCom antenna and modem
- Excellent verbal and written English language skills.
Main attitude competences
- A team player, able to work collaboratively with colleagues and grow as a team
- Work well in customer-facing environment. Handle pressure and challenges with positive attitude
- Be organized and structured at work. Have an eye for detail
- Able to communicate concisely
