Support Engineer, RCS Houston

General

Support Engineer provides support for Maritime Communication systems on board vessels.

• 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.

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

• 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 a 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, de activations, suspensions, un suspensions requests from customers on the whole range of Marlink Products and Services.

• 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.
• Good in analyzing complex problems to find creative, logical and effective solutions.
• Fluent English verbal and writing skills are mandatory.
• Fluent Spanish and/or Portuguese verbal and writing skills are preferable.
• Good communication skills and able to cooperate with different parties.
• Take initiative and show curiosity and autonomy.

• 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.