Service Agent, Gateway Operations 1

The Service Agent, Gateway Operations role involves ensuring the reliability of ground infrastructure (gateways) and customer services, with a focus on incident management. As part of an international organization, you will play a crucial role in maintaining gateway availability, providing customer service continuity, and contributing to the overall success of the team. As a member of the global Gateway Operations team, your primary responsibilities will include providing a qualitative approach to continuously improving SES's ambition to ZeroOutage. You will be the first point of contact for any gateway issues, working at an engineering level-2 to implement cutting-edge technological solutions. Your role will also involve offering exceptional customer support, serving as the main point of contact for customers, vendors, and internal/external fix agents to resolve technical issues at SES-owned or managed gateways and teleport infrastructure. Monitoring all gateway elements, including ground-based large aperture antennas, RF, teleport infrastructure, network and terrestrial circuits, and control systems will be essential to ensure operational efficiency and minimal downtime as per Service Level Agreements (SLAs). You will be responsible for documenting, escalating, and reporting all events, as well as initiating timely technical and management escalations when necessary. In addition to proactive monitoring and issue resolution, you will play a key role in knowledge sharing and technical development to enhance team performance. The role will involve working 12-hour rotating shifts that may include nights, weekends, and holidays to maintain operational continuity. The ideal candidate for this role should possess a Bachelor's degree in Engineering, Satellite Communication, Computer Sciences or equivalent, along with a minimum of 2 years of technical support experience in the satellite or wireless communications industry. Advanced knowledge and experience of ground-based antenna systems, proficiency in Microsoft applications, and real-time monitoring of gateway components during 24/7 shift cycles are essential qualifications. Key competencies for this role include the ability to diagnose technical issues, facilitate resolutions, escalate effectively, and maintain a strong attention to detail in documentation and reporting. Excellent communication skills, commitment to process improvements, and flexibility to adapt to evolving technologies and operational demands are also crucial for success in this role. In summary, the Service Agent, Gateway Operations role requires a proactive and technically proficient individual who can provide exceptional customer support, ensure operational continuity, and contribute to the overall success of the Gateway Operations team at SES.,