KSA - Maintenance Support Operative

Job Title:

Maintenance Support Operative

Reports to:

ITSM Service Delivery Manager

Location:

Middle East region - KSA / BHR / Other Gulf states

Type:
Full time

MARSS is seeking highly skilled and experienced Maintenance Support Operatives to join our team and support the NiDAR CUAS/SADS systems. The ideal candidate will play a pivotal role in incident resolution, system performance monitoring, and technical support to ensure the seamless operation of our advanced technologies across the region.

• Incident Management:
  Assist in incident investigation and resolution in line with directives from the Service Operations Management team, ensuring prompt and efficient handling of NiDAR CUAS/SADS events.
• Reporting:
  Contribute to both internal and customer-facing reports, providing accurate technical insights and updates.
• Deployment Support:
  Be available for deployment across the Middle East to assist with major incidents or special projects as instructed by management.
• System Monitoring:
  Monitor, analyze, and optimize the performance of NiDAR CUAS systems, associated sensors, and peripheral equipment to ensure high operational efficiency.
• Procedures & Documentation:
  Develop, maintain, and monitor procedures for NiDAR CUAS systems and backups, ensuring consistency and reliability.
• Preventative Maintenance:
  Deliver preventative maintenance services to meet and exceed customer Service Level Agreements (SLAs), ensuring system uptime and stability.
• Emergency Support:
  Provide emergency on-call support on a rotating schedule, ensuring rapid response to critical issues.
• On-Site & Remote Support:
  Regularly visit sites for technical support, including both on-site and remote assistance for repairs, troubleshooting, and technology updates.
• Asset Management:
  Assist in the organisation, inventory, and management of hardware and software resources, ensuring accurate tracking and availability of key assets.
• Knowledge Sharing:
  Contribute to the creation of knowledge articles and technical documentation for the MARSS Support Knowledge Base, helping both internal support staff and customers improve efficiency.
• Audits:
  Conduct asset and configuration audits as directed by the MARSS Support Management team, improving data integrity and availability.
• Software Distribution:
  Collaborate with the ITSM Service Delivery Manager to plan and coordinate the distribution of NiDAR CUAS software and service packs.
• Network & Power Management:
  Maintain and update site network logical systems, connectivity, and power diagrams to ensure reliability and clarity.
• Service Asset Management:
  Keep an updated inventory of hardware and maintenance records within the MARSS Service Asset and Configuration Management tool.
• Mentorship & Development:
  Provide guidance and mentorship to other Service Operations staff, fostering the growth of their technical skills and knowledge.
• Confidentiality:
  Adhere to confidentiality agreements regarding customer and company proprietary information.

• Ideally strong understanding of CUAS systems, associated sensors, and peripheral equipment, as a minimum experienced in working in a multi-disciplined security, software, telecommunications or maritime systems environment. Experience in system performance analysis and troubleshooting.
• Incident & Problem Management:
  Experience in incident resolution and contributing to incident management processes within a team environment.
• Maintenance & Support:
  Proven experience in delivering preventative maintenance and providing both on-site and remote support.
• Documentation:
  Strong written and verbal communication skills for creating clear technical documentation and knowledge articles.
• Adaptability:
  Ability to deploy across different sites in the Middle East and support critical incidents as required.
• Team
  
  Collaboration:
  
  Ability to work collaboratively with internal teams and customer stakeholders.
• Certifications:
  
  Relevant certifications in IT systems, networks, or asset management are a plus.

• Rotating On-Call Support:
  This role involves participation in a rotating on-call schedule for emergency support.
• Travel:
  Frequent site visits required across the Middle East.