• Full Time
  • Redhill

Website NSSL Global

On Land | Onboard | Online

About us:

NSSLGlobal is a leading independent provider of Satellite Communications and IT managed solutions with innovation and customer service at the core of our DNA. With</span> over 50 years of experience in the Government and Maritime markets, we leverage deep customer understanding and engineering know-how to deliver technical solutions tailored to our customers unique requirements. We provide broadband VSAT and narrowband services across Ka, Ku, C and L Bands from multiple constellations, Push to Talk capabilities, navigation, positioning and IT solutions.

NSSLGlobal enables Commercial, Government and Defence customers to communicate globally at sea, on land and in the air. Offering a range of services including Voice and Data, Safety at Sea, and crew welfare including Wi-Fi, BYOD calling and media and TV content. During disasters our communications services help those in need, and those bringing assistance, bypassing local terrestrial networks.

NSSLGlobal is a fair and ethical employer and all staff benefit from healthcare, pension contributions, a flexible working environment according to role and skills growth. Headquartered in Redhill, Surrey and with engineering hubs in Newcastle and Cornwall, we also have a global footprint with offices located across Germany, Denmark, Norway, the Netherlands, Sweden, Poland, Singapore, Japan and the United States.

About the role:

To provide specialist support for military applications, land and sea based

You will need to be a pro-active member of the Global Customer Support Centre (GCSC) delivering 1st and 2nd line technical support on product, service and billing enquiries for both maritime and land-based customers.

Responsibilities:

  • To manage responses to customer inquiries, replying promptly and efficiently, ensuring customer expectations and contractual obligations are met and where possible, exceeded

  • To liaise with the internal MoD projects and engineering teams

  • To proactively monitor the GCSC networks, investigate alarms, issue outage reports, act on high usage alerts and resolve any and all service issues whether overall network or remote customer related, escalating where appropriate

  • To assist with monthly customer surveys and reports to ensure that NSSLGlobal service levels are met.

  • To actively pursue technical training and to continually update technical expertise. Seeking further training on products and services, sharing this knowledge with shift colleagues

  • To make recommendations to improve systems and processes to the benefit of the customer and company. Assisting in the maintenance and distribution of up to date GCSC operational procedures

  • Tasks appropriate to the role, as delegated by management.

Location and Commitments:

  • Permanent Full Time Position, based in our in our Redhill office. You need to be located within 1 hour travel of the office

  • Shift Allowance

  • Competitive Salary

  • Annual bonus based on company and individual performance

  • Pension matched up 7.5%

  • 25 holiday days per year, plus bank holidays

  • Onsite Gym at the Redhill offices

  • Free Parking.

Candidate requirements:

  • Experience in operating Royal Navy communications systems
  • Customer Service and/or Network Operation Experience

  • Possess a keen commercial awareness with ability to work on own initiative and unsupervised

  •  Ability and willingness to continuously learn and support new systems and services

  • Inmarsat and/or VSAT operational, service or technical experience

  • In depth technical knowledge of at least some of the following customer equipment or systems
    – NAICIS, MNE, SCOT, LC2, IRL
    – Inmarsat Satellite Maritime Customer equipment including T&T Sailor, JRC systems and Intellian FX
    – Cobham Seatel, T&T and Intellian VSAT equipment
    – Inmarsat Land Mobile systems including Nera & T&T (BGans) Iridium Certus, Thuraya
    – 3G/4G Wireless LTE

  • Ability to absorb and quickly gain and retain knowledge of NSSLGlobal products & services and to fault find and explain over the telephone how products work

  • Effective communicator with an eye for detail and accurate PC skills

  • Excellent customer service skills and ability to interact with customers both on the phone and in meetings essential

  • Must be able to demonstrate customer focus in all that they do with a right first time, every time attitude

  • Well organised with ability to lead a shift by example

  • Ability to be able achieve SC security clearance

  • Knowledge of customer IT networks/systems eg IP address ranges Cisco and HP Switches
  • Network Operations experience

Contact us to apply:

If you would like to apply for this role, please contact our HR department with the apply button below.

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