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Tag: support technician
Junior Field Support Technician
2015-09-22 10:04:03| Space-careers.com Jobs RSS
Serco is a FTSE 250 international service company that improves the quality and efficiency of essential services that matter to millions of people around the world. The work we do for national and local governments involves us in the most important areas of public services, including science and defence. Sercos space heritage over the last 40 years has placed us in the Space News Top 50 Space Industry Manufacturing and Services Companies. With over 1500 staff in the space business covering a wide spectrum of experience and skills, we convey best practice, expertise and innovation in our business. For our activities in ESTEC, we are currently looking for a Junior Field Support Technician. Tasks and Responsibilities As successful candidate you will be responsible for the following PC 2nd level call support for simple cases on PC printing, incident and problem handling Inventory and asset tracking, status updates Support new PC installations revocations breakfix Provision of Mobility Packs and tokens, updating tracking database Interface with Service Desk on call resolution status, reporting. Printer Support printer installations revocations breakfix Perform preventive maintenance on printers Perform reactive maintenance on personal printers, respecting relevant SLAs Interface with printer maintenance supplier on maintenance schedules Perform preventive maintenance on printers. Service Desk Answer 50700 calls, emails and user visits, creating Remedy Incident Reports accurately Assign Incident tickets to available technicians Manage the recording and delivery of small items, documented in Remedy tickets Ensure Remedy tickets with statusPending are monitored, and user progress information made available Advise the Lead Technician or Service Manager concerning Remedy tickets in danger of breaching their SLA target. Service definition of SIM card management SIM card activation, revocation, transfer and change of profile requests by interfacing with the telco providers Delivery to end user Incident management through onsite support or by interfacing with the telco providers Management of the ongoing purchase orders committed by ESA to the telco providers for what concerns SIM, mobile devices, accessories Follow up deliveries by interfacing with the telco providers Ticket updating Asset Management Stock Management Monthly and on demand service reporting PIN and PUK management Installation and activation of SIM on enduser device HW break and fix interface with Telco provider. Requirements Familiar with BMC Remedy Familiarity with corporate purchasing practices, control record keeping Good interpersonal skills in English Familiarity with the use of Windows PCs, Apple laptops, phones tablets, and other smart phones Experience in local onsite desktop support for one to two years in large organisation more than 1000 Users Experience in working as part of a team on a customer premises is mandatory Escalation handling and rapid response to critical incidentsissues Knowledge of the Microsoft Office 2010 suite Knowledge of Lotus Notes client configuration and support Experience with PolyCom video conferencing systems maintenance and support a plus Good working knowledge of ITIL processes certification a plus. Application procedure Important All applicants must hold a current valid work permit for the Netherlands or be EU nationals. Due to the high interest these roles generate, Serco reserves the right to commence, alter or conclude the recruitment process prior to the closing date. If shortlisted, a recruiter will contact you directly. If not, your application will remain in our database and can be matched against future openings. You can also login at any time to apply to additional positions. If you are interested in this vacancy, and think you have the skills and experience required, please apply via the relevant link available in our corporate careers website httpwww.serco.comcareersindex.asp Position Junior Field Support Technician Reference NL15002ESA Application closing date 29092015 Start date ASAP If you are not yet registered with Serco we advise you to register your details by adding your details and attaching your CV via httpswww.amris.comsercoalertssignupform.php For additional information about Serco Group please consult our website www.serco.com For additional information about Serco Europe please consult our website www.serco.comeurope For additional information about ESTEC, please consult httpwww.esa.intAboutUsESTEC
Tags: support
field
junior
technician
Field Support Technician
2015-07-03 16:05:29| Space-careers.com Jobs RSS
Serco is a FTSE 250 international service company that improves the quality and efficiency of essential services that matter to millions of people around the world. The work we do for national and local governments involves us in the most important areas of public services, including science and defence. Sercos space heritage over the last 40 years has placed us in the Space News Top 50 Space Industry Manufacturing and Services Companies. With over 1500 staff in the space business covering a wide spectrum of experience and skills, we convey best practice, expertise and innovation in our business. For our activities in ESOC, we are currently looking for a Support Technician to provide field support to a permanent user community of around 800 users. The support to be provided will be very varied and will include support for Windows operating systems currently Windows 7 Microsoft Office Lotus Notes MAC and IOS Mobile and smart phones IP and TDM telephones PABX interfacing Helpdesk support Network printer support Third party liaison 1st line networking Video conferencing. Tasks and Responsibilities The key person will cover the following tasks Manning a local helpdesk of a rotational basis with first line call resolution Second level calls resolution in the field Video conference systems installation, upgrade, configuration and problem handling Explaining to users available services and how these should be requested Evaluating user requests and problems, raising tickets for each one Solving as many problems as possible Inventory and asset management Liaising with the central IT service desk CSD in Rome Evaluating tickets coming from the CSD and allocating them to the correct teams, both on and off site Planning PC and other equipment installation, including planned refreshes Assuming ownership of all tickets, continually monitoring these tickets and following them up as required to ensure SLAs are being met. Requirements The successful candidate will have had 2 to 3 years in a similar environment and have had experience with Windows 7 MS Office products and their usage Lotus Notes Apple MACs Mobile and IP telephony Video conferencing systems Asset management tools Problem logging database BMC Remedy ideally. In addition, candidates should have good customer interfacing skills and the ability to identify priority situations and deal with them accordingly. As well as being a prerequisite for the fluctuating technical environment, flexibility is also required for covering the helpdesk on a rotational basis, covering the extended day, covering the small site in Cologne and for the occasional operational support for satellite activity. Application procedure Important All applicants must hold a current valid work permit for Germany or be EU nationals. Important Due to the high interest these roles generate, Serco reserves the right to commence, alter or conclude the recruitment process prior to the closing date. If shortlisted, a recruiter will contact you directly. You can also login at any time to apply to additional positions. Data Protection By submitting a job application you agree to the storage of any personal data provided by you directly or collected from generally accessible sources in particular professional and other social media throughout the entire application process CV, references, letter of application, interviews as applicable. To facilitate subsequent contact for professional purposes only, you agree to your data being saved after the application process has ended. You may revoke your consent to this agreement at any time. The same shall also apply if you are contacted by SERCO GROUP regarding vacancies that match your existing profile. If you are interested in this vacancy, and think you have the skills and experience required, please apply via the relevant link available in our corporate careers website httpwww.serco.comcareersindex.asp Position Field Support Technician Reference G015162ESOC Application closing date 20072015 Start date 15082015 If you are not yet registered with Serco we advise you to register your details by adding your details and attaching your CV via httpswww.amris.comsercoalertssignupform.php For additional information about Serco Group please consult our website www.serco.com For additional information about Serco Europe please consult our website www.serco.comeurope For additional information about ESOC, please consult httpwww.esa.intAboutUsESOC
Tags: support
field
technician
support technician
Proximity Support Technician temporary
2015-07-02 16:05:16| Space-careers.com Jobs RSS
Serco is a FTSE 250 international service company that improves the quality and efficiency of essential services that matter to millions of people around the world. The work we do for national and local governments involves us in the most important areas of public services, including science and defence. Sercos space heritage over the last 40 years has placed us in the Space News Top 50 Space Industry Manufacturing and Services Companies. With over 1500 staff in the space business covering a wide spectrum of experience and skills, we convey best practice, expertise and innovation in our business. For our activities in ESTEC, we are currently looking for a Proximity Support Technician for a temporary period with the possibility of extension. Tasks and Responsibilities Provide 1st, 2nd level addedvalue IT support to 200 members of SRE directorate at ESTEC Quick respond to requests for service received by phone, email and in person, providing resolution, escalation when necessary and subsequent management of incidents Proactive identification of potential incidents and providing resolutions before the incident occurs Logging all received requests for assistance and maintaining ownership of the request until completion Installation and maintenance of Windows and Mac desktops, laptops and peripherals as required Provide application support for ESA Standard software packages as required Provide application support for nonstandard software Active participation in projects as required Creation of documentation for user support tasks when required User account management and process management for new and departing users Liaise with the third parties to redirect issues to the responsible teams on behalf of SRE users Assist in the recommendation for hardware and software purchases Assist in testing of software and hardware for purchase by Science Assist in monitoring of existing systems to ensuring correct operation Printer maintenance such as toner replacement and minor repairs Operation of loan equipment pools. Requirements Hardware experience Knowledge of PC desktops, laptops, Apple Mac laptops, iPhones and various peripherals in standalone and networked environments HP Printers and digital senders in a network environment Knowledge of Office network equipment minihubs, switches, etc.. Software experience Good knowledge of Mac OSX and Windows 7 Good knowledge of Internet software such as various web browsers and FTP clients ESA standard software experience MSOffice, Lotus Notes, McAfee Antivirus, Adobe Acrobat Knowledge of Active directory users and computers Knowledge of a call logging system Ability to support adhoc applications as required Linux experience an advantage Knowledge of Windows server technologies an advantage Basic Citrix administration Knowledge of Microsoft SharePoint useful. Application procedure Important All applicants must hold a current valid work permit for the Netherlands or be EU nationals. Due to the high interest these roles generate, Serco reserves the right to commence, alter or conclude the recruitment process prior to the closing date. If shortlisted, a recruiter will contact you directly. If not, your application will remain in our database and can be matched against future openings. You can also login at any time to apply to additional positions. If you are interested in this vacancy, and think you have the skills and experience required, please apply via the relevant link available in our corporate careers website httpwww.serco.comcareersindex.asp Position Proximity Support Technician temporary Reference PST0115 Application closing date 12.07.2015 Start date 03.08.2015 If you are not yet registered with Serco we advise you to register your details by adding your details and attaching your CV via httpswww.amris.comsercoalertssignupform.php For additional information about Serco Group please consult our website www.serco.com For additional information about Serco Europe please consult our website www.serco.comeurope For additional information about ESTEC, please consult httpwww.esa.intAboutUsESTEC
Tags: support
temporary
technician
proximity
Satcom Support Technician Iridium
2015-06-18 17:05:07| Space-careers.com Jobs RSS
Airbus Defence and Space is a division of Airbus Group formed by combining the business activities of Cassidian, Astrium and Airbus Military. The new division is Europes number one defence and space enterprise, the second largest space business worldwide and among the top ten global defence enterprises. It employs some 40,000 employees generating revenues of approximately 14 billion per year. A vacancy for a Support Technician has arisen within Airbus Defence Space in Portsmouth. This role is to provide continued technical and maintenance support to the SATCOM services utilising Iridium equipment, through ensuring timely return of defective units, prompt configuration of units to meet service activation dates, effective management of customer queries and problems while building an effective relationship with the OEM. KPIs include Customer request closure timeliness, Stock accuracy and spare part availability at point of requirement. The successful candidate will be subject to UK National Security Clearance in order to undertake related work in accordance with business needs. Your main tasks and responsibilities will include I Provide an excellent level of customer focussed technical support Provide regular ongoing phone and email support to military contacts, end users, and Airbus Defence and Space intheatre teams in deployed areas as part of a delegated helpdesk capability. Provide support for civilian users utilising Iridium equipment within civilian SATCOM services, including aviation customers. Respond to customer queries in a timely and helpful manner. Support customers with processes required in order to call upon further UK support material or personnel. Update the GC customer billing team with equipment airtime usage information and customer service requests. II Deliver Efficient Material Logistics Support Prepare Iridium equipment and associated SIM cards for despatch in support of a variety of SATCOM services and customer requests. Including Monitor and Coordinate deployed spare welfare Iridium kits by issuing out replacements for unserviceable kits when they are reported as damaged. Including ensuring they are packaged effectively and raise DRNs delivery notes. Maintain deployed pools of spare equipment by repairing and reissuing kits as and when theyre returned to the UK. Process and despatch units to meet operational orders as they are received by the customer. Manage SIMs using the Iridium network management tools when Terminals undergo long term maintenance and activating new SIMs before Terminal redeployment. Deal with unserviceable returns, producing sentencing documentation and forwarding to the applicable repair agent. Produce a quarterly customer out of scope report, ensuring all supporting documentation is in order, seeking MOD repair approval to unserviceable handsets which were missing required paperwork or were otherwise out of scope. Supplement this by attending quarterly out of scope meetings to discuss and efficiently present this information to the customer. Maintaining Iridium stock area of warehouse during frequent check inscheck outs including cleaning of pelicases and ancillaries. III Utilise business tools for provision of support services to provide assured support services Consistently update deployment and shipping information, and generate reports from the company logistics management tools SAP Remedy. Produce customer usage reports, including validating figures with the GC billing team. Creating purchase requisitions and ordering new Iridium equipment as and when required. We are looking for candidates with the following skills and experience GCSEs, HNCHND or equivalent with Engineering background Knowledge of Skynet 5 would be desirable Ability to provide assistance in urgencies and to conduct maintenance activity Good understand of logistic processes and value this brings to company and customer Understanding of equipment value in a service context phones, sim cards, etc Proficient in SAP to update databases and MS Office Can do, technically orientated mindset Good ability to deal with customers Good problem solving skills and team player. Please apply on line for this vacancy using your eRecruiting profile with your CV attached. To apply click here
Tags: support
technician
iridium
satcom
Field Support Technician
2015-05-18 10:05:00| Space-careers.com Jobs RSS
Serco is a FTSE 250 international service company that improves the quality and efficiency of essential services that matter to millions of people around the world. The work we do for national and local governments involves us in the most important areas of public services, including science and defence. Sercos space heritage over the last 40 years has placed us in the Space News Top 50 Space Industry Manufacturing and Services Companies. With over 1500 staff in the space business covering a wide spectrum of experience and skills, we convey best practice, expertise and innovation in our business. For our activities in ESAC, we are currently looking for a Support Technician to provide field support to a permanent user community of around 350 users. The support to be provided will be very varied and will include support for Windows operating systems currently Windows 7 Microsoft Office Lotus Notes MAC and IOS Mobile and smart phones IP and TDM telephones PABX interfacing Helpdesk support Network printer support Third party liaison 1st line networking Video conferencing. Tasks and Responsibilities The key person will cover the following tasks Manning a local helpdesk of a rotational basis with first line call resolution Second level calls resolution in the field Video conference systems installation, upgrade, configuration and problem handling Explaining to users available services and how these should be requested Evaluating user requests and problems, raising tickets for each one Solving as many problems as possible Inventory and asset management Liaising with the central IT service desk CSD in Rome Evaluating tickets coming from the CSD and allocating them to the correct teams, both on and off site Planning PC and other equipment installation, including planned refreshes Assuming ownership of all tickets, continually monitoring these tickets and following them up as required to ensure SLAs are being met. Requirements The successful candidate will have had 2 to 3 years in a similar environment and have had experience with Windows 7 MS Office products and their usage Lotus Notes Apple MACs Mobile and IP telephony, knowledge of call managerPABX Video conferencing systems Asset management tools Problem logging database BMC Remedy ideally. In addition, candidates should have good customer interfacing skills and the ability to identify priority situations and deal with them accordingly. As well as being a prerequisite for the fluctuating technical environment, flexibility is also required for covering the helpdesk on a rotational basis, and for the occasional operational support for spacecraft and scientific activity. Application procedure Important All applicants must hold a current valid work permit for Spain or be EU nationals. Due to the high interest these roles generate, Serco reserves the right to commence, alter or conclude the recruitment process prior to the closing date. If shortlisted, a recruiter will contact you directly. If not, your application will remain in our database and can be matched against future openings. You can also login at any time to apply to additional positions. If you are interested in this vacancy, and think you have the skills and experience required, please apply via the relevant link available in our corporate careers website httpwww.serco.comcareersindex.asp If you have any question regarding this position please email space.careersserco.com Position Field Support Technician Reference E015MP01ESAC Application closing date 03.06.2015 Start date 01.07.2015 If you are not yet registered with Serco we advise you to register your details by adding your details and attaching your CV via httpswww.amris.comsercoalertssignupform.php For additional information about Serco Group please consult our website www.serco.com For additional information about Serco Europe please consult our website www.serco.comeurope For additional information about ESOC, please consult httpwww.esa.intAboutUsESOC
Tags: support
field
technician
support technician