Inmarsat has been at the forefront of global mobile satellite communications for over forty years, and is the market leading provider of voice and high-speed data communications for users on land, at sea and in the air through its constellation of 15 geostationary satellites. Inmarsat is a privately owned company with a profitable track record and significant growth aspirations. This is represented by more than 55 nationalities in the workforce, reflecting the global and dynamic nature of the business. With an investment of over $3 billion in its latest network infrastructure, Inmarsat is at the forefront of global mobile communications innovation.

Government

Inmarsat’s Government business unit delivers against the requirements for voice, data and video services with demand for global availability and utmost reliability. Whether a military commander on operations, a government official responding to a local emergency or a head of state conducting international affairs, Inmarsat provides them with essential access to voice and broadband data, where and when they need it.

Primary role purpose:

This engineering role is specifically designed to support Inmarsat Global Government (G2) direct customers’ telecommunications needs as a first point of contact for their operational support requirements. This includes receiving and actioning customer standard service requests, responding to service incidents and outages to diagnose faults and restore services, maintaining customer facing IT services, as well as testing and preparing satellite terminal hardware for field operations.

The G2 Service Desk Engineer will need to engage with both the end customer in the field as well as Inmarsat NOC, NCC and other internal teams to manage the delivery and / or restoration of services within required time frames.

The G2 Service Desk Engineer will work under the direct supervision of the Regional Engineering Manager and indirect supervision of the Technical Support Desk Coordinator. Receiving minimal supervision and instruction on daily work and more detailed guidance on new assignments to develop the skills required to support customers.

The Service Desk will operate a 24/7/365 follow the sun model between Sydney (8hrs), London (8hrs) and Ottawa (8hrs), requiring strong communications skills, interpreting and applying policies and processes to resolve technical problems with accurate and clear documented case notes, to enable support cases to be transitioned seamlessly between regional team shifts.

Key Responsibilities:

• Answer customer technical support calls and emails in fluent English language
• Triage the requests and incidents, conduct further investigation as required and progress the delivery or resolution of technical problems
• Work a rotating shift pattern to ensure the service desk is supported at all times (24/7/365)
• Provide customer staff in the field with telephone support on equipment operation and fault-finding
• Understand satellite terminals from a set up and support perspective
• Completion of allocated tasks to required quality within the agreed completion schedule
• Ensure all support Service Level Agreements are met, keeping customer updated on progress
• Conduct maintenance activities on IT systems and satellite terminal hardware in accordance with documented Work Instructions
• Generation of knowledge articles to assist or speed up future operations
• Must be committed to on-going personal development.
• Must be committed to continual improvement of the processes and ways of working

Qualifications

Essential Knowledge and Skills:

• A Diploma or Degree in an Engineering discipline relevant to IT server administration or IP network engineering or telecommunications.
• Maintenance and support of physical and virtual Windows Server systems
• Troubleshooting and resolving networking or communications systems incidents
• Ability to prepare technical documentation and reports under supervision.
• Must have a problem solving approach and be creative under pressure
• Must be able to listen and empathise with customer issues – putting the customer first
• Good communicator both internally and externally to the organisation
• Must have a sense of urgency and ownership of customer requirements and incidents
• Motivated to achieve required task to industry BEST standard in a busy environment
• Must be competent with use of Microsoft office applications (Word, Excel, PowerPoint) as well as Microsoft Visio.
• Must hold citizenship and have a suitable background to qualify and maintain a government security clearance for the location country.

Desirable Knowledge and Skills:

• Certifications in IP Networking / Cisco networking
• Experience in satellite communications, telecommunications and/or IP networks
• Knowledge of Linux and Microsoft operating systems
• Knowledge of network virtualisation technologies (VMware, Hyper-V)
• VSAT installation and fault finding experience.

You must be eligible to work in this location advertised.

Our culture and ways of working

Our values define Inmarsat’s culture and represent what we believe in. Inmarsat employees aspire to behaviours that support our values, which create a stronger working environment and lie at the heart of our continued success as an organisation.

• Customer – we provide a unique value to our customers
• Accountability – we take ownership, we deliver results, and we keep our promises
• Respect – we collaborate, we embrace and celebrate diversity and we value difference
• Excellence – we create bold solutions for our customers and put quality at the heart of everything we do

We also value and encourage a healthy work-life balance, so we offer flexible working wherever possible. Depending on the operational requirements of your job and your team, we can offer compressed hours (nine-day fortnight), hybrid office-remote working, and flexibility during your working day to take care of personal commitments.

Diversity

At Inmarsat we want the best people for the job, and we warmly welcome applications from you if you’re suitably qualified and eligible, regardless of your sex, gender, age, race, ethnicity, disability, sexuality, gender identity, neurodiverse qualities, religion or belief, marital status, pregnancy, or maternity status.

Inmarsat is signed up to the Halo Hair Code, which aims to protect employees who come to work with natural hair and protective hairstyles associated with their racial, ethnic, and cultural identities.

To give you the best experience possible during your application process and interview, we can make adjustments. For example, if you’re visually impaired we’ll happily meet you locally and help you find your way to our office, or if you have neurodiverse qualities, we can provide you with additional support to help you prepare for your interview. Please let our Resourcing Team know if there are any ways in which we can support you.