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Inmarsat plc is a FTSE 250 company with a profitable track record and significant growth aspirations. We operate in over 80 countries with more than 40 offices worldwide. The company is undertaking the most significant transformation in its history and is investing billions of dollars in satellites and ground infrastructure, and new products and services to meet the growing demand for always-on high speed broadband services on land, at sea and in the air.

Inmarsat has launched the world’s first globally available high-speed mobile broadband service (Global Xpress), is in the process of creating of the world’s first hybrid satellite and air-to-ground network that will revolutionise airline passenger connectivity throughout Europe, is developing the BGAN Radio Module (BRM), which will enable manufacturers and technology companies to incorporate satcom connectivity into a new generation of devices, and has commissioned its sixth generation fleet, the company’s first dual-payload satellites, which will deliver a new generation of L-band services and enhance Ka-band capacity in key regions.

Inmarsat is the leading provider of global mobile satellite communications services, and we offer an unrivalled portfolio of solutions and value-added services to deliver the most effective and reliable voice and data connectivity; ensuring that people can be connected at all times, wherever they are located.

Our customers span the maritime, aviation, government, enterprise sectors. Public and private sector organisations come to us because we can provide instant voice and high-speed broadband connectivity where terrestrial telecom networks are unreliable or simply cannot reach.

We are an enterprising and multicultural company. More than 65 nationalities are represented in our workforce, reflecting the global and dynamic nature of our business. We look for high-calibre, forward-thinking, energetic people with a “can-do” attitude. We want people who thrive in a diverse and challenging work environment, who are receptive to change and who wholeheartedly embrace the opportunity to take responsibility for themselves and the company’s ongoing success.

Primary role purpose:

As a Global Technical Support Engineer, you’re not new to communications and networking; you’ve grown your knowledge both academically and practically across a range of communications and technology. What makes you different is the passion and self-drive you demonstrate in taking a customer’s issues and owning it through to completion, exceeding all expectations along the way. Your dedication and loyalty is absolute and your life’s desire is to embroil yourself in a career where the challenges are greater than ever before - but the rewards are exponentially greater still. You love to problem solve and feel challenged and your greatest passion is to embed yourself with the most innovative and thriving technologies that don’t just exist today – but tomorrow. You want to make a difference to real people and with Inmarsat, the UK’s pioneering Satellite Technology Company, you can.

As a Global Technical Support Engineer, you’ll be monitoring and maintaining the terminals, firmware and networks Inmarsat’s Partners and end customers and sometimes as part of a Managed Service offering. If there are any issues relating to ‘The Service Offering’, such as configuration, upgrades, throughput, you’ll be the first person our Partners and end customers will come to. Tasks can include installing and configuring systems, diagnosing hardware/software faults and solving technical problems, either over the phone or face to face. Most importantly, as a customer cannot afford to be without safety communications for more than the minimum time taken to repair or replace, your technical support is vital to the ongoing operation of that vessel, aircraft or land based terminal and the lives of those relying on these services.

Some tasks you may be involved in include:

• Working with customers to identify and diagnose hardware device, software application, system, and or network problems and advising on the solution
• Logging and keeping records of customer issues and solutions to enable Business Improvement initiatives
• Analysing call logs so you can spot common trends and underlying problems
• Updating self-help documents so customers and colleagues can try to fix problems themselves
• Working with field engineers who conduct site visits if the problem is more serious
• Testing and fixing faulty equipment

Key Responsibilities:

This role will allow you to demonstrate and challenge your technical knowledge giving you the opportunity to work within a passionate, enthusiastic team that display a proactive, zealous and dedicated passion for our customer and their requirements, providing empathy drive and pioneering a level of service our customers want and deserves.

• You have a keen interest to understand everything technical and spend hours taking things apart and putting them back together to see how and why they work. Your interest is now focused on the world of communications for both packet switched and circuit switched services. (Technical troubleshooting skills / Solution and Customer Focused / Attention to detail / Organised)
• You are aware as a Satellite Communications Company, the IT infrastructure maybe exposed to cyber activity. Working with applications and CAPs, you are aware of the risks that Cyber activity can cause through corporate policy and procedures. (Technical troubleshooting skills / Initiative / Attention to detail / Organised)
• You are exceptionally customer focused and love assisting other people overcome technical challenges, which drives you to identify solutions, which are both inspirational and innovative. (Innovation and drive / Leadership qualities / Solution and Customer Focused)
• You understand why communications are critical and using your technical ability can ensure that network connectivity is maintained. (Technical troubleshooting skills / Solution and Customer Focused)
• You are a fantastic communicator and you are keen to share your ideas (Effective communicator / Initiative / Drive)
• You are keen to expand your technical knowledge and thrive on finding the right solution and sharing this with your colleagues. (Technical troubleshooting skills / Attention to detail / Team player)
• You are keen to drive creativity that can influence a commercial organisation (Leadership qualities / Negotiation and Influencing skills / Confident)

A position to challenge you:

• You will support our customers offering them an experience second to none.
• You will deliver technical solutions using traditional and innovative troubleshooting techniques on the network, hardware and applications providing customer excellence along the way.
• Qualified to at least CCNA level or have equivalent knowledge and capabilities. You will be confident in your own knowledge and abilities. With your solid communications experience and sound judgment you will be able to take strategic risks when needed.
• You will be self-motivated and tenacious in ensuring that even under pressure; tight deadlines will be met with your customer’s needs coming first.
• You will be proactive in maintaining and growing a strong technical awareness along with a solid commercial knowledge all enabling you to consult and deliver appropriate solutions to your customers, building loyalty and rapport as you go.
• You will manage cases in line with customer’s expectations securing SLAs and KPIs.
• You will work closely with training academy to pass knowledge on GX troubleshooting processes, network tools and useful network/system experience you gain.
• You will participate in troubleshooting any GX service system or hardware issue raised by our channel, NOC or other internal parties.
• You will assist in GX end-to-end troubleshooting in regards to spectrum issues on the over-the-air interface and issues on the hub side, related to line cards, protocol processors and cisco routers.
• You will support GX network/systems issues to ensure minimum impact in the services
• You will interface with GX development team to validate software releases and patches and ensure that any network configuration changes are implemented safely on the live network

Essential Knowledge and Skills:

• Current CCNA qualification or equivalent.
• Professional telephone manner
• Ability to communication affectively at all levels
• Being able to decipher technically complex issues from a multicultural customer base
• Display an adaptable and flexible approach in meeting a customer’s requirements, being creative, innovative and prepared to go the extra mile in assisting customers with their queries.
• Working in a team environment and being a team player
• PC Literate

Desirable Knowledge and Skills:

• Educated to degree level or equivalent in communications / network engineering.
• IP data and circuit switched data/voice connectivity, ideally within the satellite communications or cellular sector.
• Mobile communications technologies such as Satellite Communications, Cellular Telephony, GSM, GPRS, 3G, UMTS
• Wireless Networking technologies such as WiFi® and Bluetooth® within a mobile / satellite environment
• Working knowledge of VSAT
• Good understanding of core Inmarsat Products & Services and their capabilities
• Experience in working in a technical and International customer service environment
• Experience in working on a shift pattern
• Inmarsat Channel Partnership & General Commercial Awareness
• Awareness of Operational Process and Procedures

Inmarsat Qualities:

Inmarsat employees aspire to certain behaviours, which support our wider corporate values, and lie at the heart of our continued success as an organisation. In this position, the following qualities are paramount:

Efficiency:

This is about maximising benefit and profit, while minimising effort and expenditure. It’s about reducing cost, waste, and duplication.

Customer Excellence:

This is about meeting the needs of our external and internal customers. It’s about delivering on our promises and developing long-term positive relationships.

Enterprise Spirit:

This is about being agile, resilient and embracing change. It’s about being self-motivated, accountable, focused on output and making things happen.

Open Communications:

This is about delivering appropriate, clear and focused messages. It is about fostering collaborative relationships and creating an open environment based on trust.

Innovation:

This is about challenging the status quo and continuous improvement. It is about creativity, offering appropriate and imaginative solutions, creating ideas for change and taking responsible risks.

Values Based Leadership:

This is about being an inspiring role model. It’s about creating an environment of engagement, enablement and empowerment through coaching. It is about continuously developing yourself and others.