Support Desk Engineer

Intellian Technologies

Intellian is a leading global provider of stabilized satellite antenna systems. Built upon our patented RF, stabilization and tracking technologies, our products support a wide range of industries, including Commercial Maritime, Offshore Energy, Defense & Intelligence and Luxury Yachting. Our comprehensive range of antenna systems includes Satellite TV, VSAT, Global Xpress, FleetBroadband and Iridium Certus solutions.

Support Desk Engineer

Full Time

Primary responsibility is to provide high quality technical support to our customers in respect to the installation, fault finding and repair of Intellian products, predominately via telephone or email.

Key responsibility is to monitor all open cases and drive team to provide swift resolution, ensuring focus on priority cases. Maintaining effective communications with regional support and sales managers is essential.

Travel may be required, on occasion site visits may be applicable for personal development training or customer relationship development. It may be required to perform your duties outside of the Rotterdam area of operation from time to time. Intellian pays for all necessary expenses & insurances required whilst carrying out duties worldwide.

As a member of the support desk team, your contribution is critical to overall customer satisfaction and as such the key measures are indicated below (these will be reviewed and amended according to company direction on a quarterly basis)

1. Customer Satisfaction – Keep our customers periodically updated about the progress of the cases.
2. Time to closure – Average case age not to exceed 25 days (based on open case volume of 100 cases)
3. All cases to be correctly reviewed for escalation process.
4. Increase capacity and efficiency of the support desk by reducing length of time consumed by each contact.

Key roles and responsibilities are detailed below:

• Customer support (typically via Telephone and email):

• Provide technical support to our customers as a one more support desk engineer.
• Monitor the support desk workload and ensure a prompt reply to all questions raised by customers
• Monitor cases and trends to ensure alignment & prioritization in line with customer expectations.
• Provide structured fault analysis to customers to resolve their issue.
• Maintain knowledge at appropriate level for marine VSAT, TVRO and L-band products.
• Ensure corporate case management system is completed accurately and real time.
• Ensure any technical concerns are escalated appropriately via escalation scoring process and management is kept informed as necessary.
• Knowledge of the full range of Intellian product to be achieved and maintained and provided to customers to satisfy their enquiries.
• Resolution of customer issues will require strong internal communication skills to research and seek information.
• Knowledge of Network infrastructure and communications equipment.
• Develop understanding of commonly used equipment such as modems, routers and various distribution equipment.
• Develop knowledge of Maritime industry regulations and requirements

• Sales and operations support
  • Provide technical assistance both in pre and post sales environments.
  • Assist co-workers with support related enquiries.

• Field service activities
  • Onsite interventions may occasionally be offered to assist dealers and end users:
    • Product development (identifying issues/quality/design concerns).
    • Training/dealer development visits.
    • It is anticipated that travel to customers will not exceed 10% of the working period in any 12-month period and will be by mutual agreement.

• Review of technical documentation
  • Provide feedback on existing documentation.
  • Assist as appropriate to provide content development of technical knowledge base.
  • Utilise support activities to provide documentation enhancements and recommendations.

• Assist wider team as required
  • As part of a fast moving team it will be necessary to assist in a varied array of duties.
  • It is considered that up to 10% of the time may be spent in “Other duties as required”.

Qualifications and requirements

A good practical aptitude for working with Electrical, Mechanical and RF equipment, plus confident interpersonal and communication skills are essential. Evidenced management capability essential.

• Formal training will be provided, however, it is expected that there will be a high level of self-driven learning/research.
• Excellent verbal and written English communications skills.
• Experienced in communicating with technical and non-technical staff and support management professionals.
• Knowledgeable and demonstrated interest in communication, electronics and information technologies.
• Ability to work in a fast paced environment.
• Willing and able to travel (anticipated to be no more than 5% of annual working hours)
• Electromechanical or RF education or equivalent experience and training essential.
• A practical ability to use hand tools essential.
• Knowledge of essential test equipment such as Spectrum Analyzers, Multimeters, Oscilloscopes essential.
• Ability to manage time and priorities
• Maintain a professional and tidy appearance at all times
• Willingness to learn and develop skill sets in line with technology developments.
• Full driving licence required.

A good practical aptitude for working with Electrical, Mechanical and RF equipment, plus confident interpersonal and communication skills are essential. Evidenced management capability essential.

• Formal training will be provided, however, it is expected that there will be a high level of self-driven learning/research.
• Excellent verbal and written English communications skills.
• Experienced in communicating with technical and non-technical staff and support management professionals.
• Knowledgeable and demonstrated interest in communication, electronics and information technologies.
• Ability to work in a fast paced environment.
• Willing and able to travel (anticipated to be no more than 5% of annual working hours)
• Electromechanical or RF education or equivalent experience and training essential.
• A practical ability to use hand tools essential.
• Knowledge of essential test equipment such as Spectrum Analyzers, Multimeters, Oscilloscopes essential.
• Ability to manage time and priorities
• Maintain a professional and tidy appearance at all times
• Willingness to learn and develop skill sets in line with technology developments.
• Full driving licence required.

Please send your resume with a cover letter to recruitment@intelliantech.com