IT Support Technician responsible for supporting Guidepost IT systems and users. Providing technical support and ensuring security measures are met while working in a corporate setting.
About the role
- Service Support Engineer at Eutelsat Group managing satellite connectivity issues and leading incident resolution. Driving service reliability and working with cross-functional teams in a hybrid role.
Responsibilities
- Act as technical lead and L3 escalation point for complex, high-impact incidents affecting satellite connectivity services
- Own and coordinate end-to-end technical investigations across network, platform, terminal, and radio domains, ensuring structured root cause analysis and corrective actions
- Drive service reliability and performance improvement initiatives, including trend analysis, KPI definition, and continuous service optimization
- Lead post-incident reviews and contribute to problem management, preventive actions, and long-term service hardening
- Define and enhance monitoring, observability, and reporting frameworks to provide actionable insights into customer experience and system health
- Provide technical leadership in early-life support for new services, platforms, terminals, and network releases
- Collaborate with Product, Engineering, NOC, and external partners to influence architecture, operational readiness, and supportability of new solutions
- Promote and implement automation, tooling, and process optimization to improve operational efficiency and reduce MTTR
- Contribute to knowledge sharing, documentation, and operational best practices
- Support release management for User Terminals and service platforms, including validation, rollout readiness, and operational handover
Requirements
- Master’s degree (or equivalent experience) in Telecommunications, Networking, Aerospace Engineering, or related field
- 5+ years of experience in operational support, service assurance, NOC/L3 environments, or service reliability engineering
- Strong experience with: IP networking and troubleshooting (ISO/OSI stack, routing, performance analysis)
- Network diagnostic tools (Ping, iPerf, tcpdump, Wireshark, traceroute)
- Linux environments, SSH, scripting (Python preferred)
- User terminal and access technologies (VSAT, mobility solutions, customer premises equipment)
- Proven ability to lead complex incident resolution in high-availability, customer-facing environments
- Excellent written and verbal communication skills, with the ability to engage technical and non-technical stakeholders
- Strong resilience, prioritization, and decision-making skills in high-pressure operational contexts
Benefits
- Flexible work arrangements
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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