Support Engineer, RCS Houston

Support Engineer

Support Engineer provides support for Maritime Communication systems on board vessels. The Support Engineer supports the following activities:

Main Goals:

• Trouble ticket resolutions according to Customers' SLA and expectations
• Being the first point of contact for Marlink organization and customers
• Take active and operational part in the daily Regional Customer Support (RCS) work

Responsibilities and Authorization:

• Responsibility and authorization are in accordance with the processes relevant to this position. Responsibilities and authorization at operational level are defined in the processes.

Main Tasks:

• Perform end user support over the phone, via email or via remote management & control channels.
• Partake in request fulfilment activities as and when applicable.
• Be part of the shift rotation for the RCS team.
• Work closely with the other functions in the Maritime NOC and other Support teams.
• Documentation of all work related to e.g. incident management and request fulfilment in the Marlink Ticketing System.
• Being the first point of contact for Marlink organization and customers.
• Handling all requests received by phone or e-mail in a professional way with the aim to satisfy customers.
• Taking in charge, qualifying and logging the requests in the ticketing system.
• Assisting and advising Marlink customers in their demands in the domains of technical support on products and services usage, provisioning and billing.
• Analyzing requests and complaints, performing first level diagnostics and applying solutions, which must be standard ones.
• Registering all information regarding the requests of the client in the ticketing system and forwarding those to specialized second line service when standard procedures cannot be applied.
• Keeping the customer informed about all evolution of his request status on a daily basis.
• Processing activations, deactivations, suspensions, un suspensions requests from customers on the whole range of Marlink Products and Services.

Preferred Knowledge for the position:

• B Sc. in Engineering/Electronics/Information Management or equivalent background/experience (e.g Military, etc).
• Good knowledge of Operational procedures and Operational Level Agreements
• Professional experience from an IT or Telecommunications Helpdesk/Service Organization
• Good knowledge of Telecommunication Networks and IT terminology
• Knowledge of VSAT, Satellite Communication systems and TDMA networks - is preferable.
• Knowledge of the complete Marlink Maritime (VSAT, MSS, VAS incl. Xchange) service portfolio.
• Has successfully completed GVF courses GVF 500, 510, 520 and 521 is highly preferable.
• Excellent customer relation and communications skills
• Fluent English verbal and writing skills are mandatory.
• Fluent Spanish and/or Portuguese verbal and writing skills are preferable.
• Good communications skills and able to cooperate with different parties.
• Take initiative and show curiosity and autonomy.

Preferred Skillset for the position:

• Able to work well under pressure and closely together with colleagues.
• Dedicated and positive
• A team player
• Detail oriented & reliable
• Actively share knowledge within the organization
• Customer oriented in reflection and action
• Flexible to perform also other tasks outside the scope of his/her main role
• Well organized, detail oriented and accurate
• Good communication and teamwork skills
• Give high priority to personal development and sharing knowledge with colleagues.
• Able to set priorities.
• Comply with agreements.