Technical Support Manager

Winners Recruitment Limited
£35,000 + Benefits
19 Oct 2016
18 Nov 2016
Contract Type
Job Title Technical Support Analyst

Location Goonhilly, Cornwall

Reporting to Customer Support Manager

Background Our client is a leading provider of satellite data communications services in Europe, the Middle East and Africa with significant international spectrum rights and a network covering over one billion people.

The Group has designed and launched a new generation of high throughput Ka band geostationary satellites, in order to address an estimated market opportunity of over $11 billion per annum across EMEA. These satellites, together with the companies highly resilient Ground Earth Stations and proprietary Cloud software management system, are able to deliver levels of performance, service and resilience that have been previously unmatched in the industry.

Our clients growing customer base includes many of the World's leading telecoms and media companies, together with government users with civil and security requirements.

We are searching for a support specialist with a "can-do" attitude, a true team player with demonstrable ISP experience. This is an ideal opportunity for an individual with proven experience in the Satellite industry, who relishes hard work and is responsive to the requirements of a busy technical support environment.

Main duties and responsibilities

Respond to and resolve all end user service calls, enquiries and escalations;

Proactive hands on trouble shooting and problem solving of the service network infrastructure;

Routine monitoring of the service network via a dashboard;

Keep accurate records of network faults and their remedies and building a knowledge base;

Skills and qualifications required

ISP / Technical customer support background ideally from the satellite industry;

Detailed knowledge of TCP/IP,

Solid working knowledge of Microsoft operating systems and Microsoft Office Packages;

Helpdesk, trouble ticketing and customer service experience;

Ability and willingness to work on a shift rota, including nights and weekends;

Excellent verbal and written communication skills and customer facing skills;

A background of taking enthusiastic, creative approaches to problem solving;

Ability and willingness to work occasionally long hours under pressure;

Ability to work autonomously, and prioritise planned tasks while managing unplanned technical support issues.

Desirable skills

Educated in Computing/Communications to Further or Higher education standards;

Understanding of satellite networks and Wi-Fi;

NVQ in Customer Care or equivalent

Windows certification or equivalent;

Knowledge of internet and network protocols including IMAP, POP, SMTP, FTP, HTTP, HTTPS, SSL, DHCP and DNS.

Fluent (technical level) in one of the following; Spanish, Turkish, German, Polish

Notes The company operates a 24x7 partner support services and this role is required to participate in the on-call rota to support out of office hours emergency support and routine maintenance. Shifts will cover day, night and weekend work.


Remuneration will be related to skills and experience.

In addition to the above responsibilities, the jobholder is required to perform other reasonable duties as assigned by the supervisor/line manager from time to time.