user support engineer
June 13, 2017

User Support Engineer (M/F)

The User Support Engineer will be responsible for the EGNOS Helpdesk activities,the EGNOS Helpdesk ticketing tool evolutions and maintenance and for reporting EGNOS monthly performances and EGNOS notifications to users.

User Support Engineer’s main responsibilities

EGNOS Helpdesk activities: 

- Users registration management (including EDAS registrations) 

- Questions / Trouble Tickets management within the agreed response targets 

- Helpdesk documentation and procedures maintenance 

- Contribution to User Support process and policy maintenance 

- Technical interface and technical coordination with Front desk for H24 helpdesk services, including maintenance of the corresponding Front desk procedures 

EGNOS Helpdesk ticketing tool evolution and maintenance: 

- Tool manuals maintenance 

- Tool configuration and basic administration (users, profiles, mailboxes, basic flows…) 

- Interface with IT department for administration, evolutions and upgrades

- Interface with external providers for tool maintenance and evolutions 

- Maintenance of the tool knowledge database 

EGNOS monthly Perfornance Reporting and Notifications to users: 

- Maintenance of EGNOS Degradations Notifications baseline;

- Elaboration of EGNOS related communications to users (EGNOS Service finition Documents, Service Notices, Monthly performance Reports, Yearly SPMR, EGNOS Bulletins…) 

- Elaboration of planned SIS outages and planned EGNOS degradations notifications;

- Elaboration and publication of monthly performance reports;

- Publication of customised service performance reporting to users daily, monthly, yearly; 

- Maintenance of EGNOS-based procedures database with inputs from the different departments;


Generic Skills:

- Strong communication skills 

- Good autonomy and initiative 

- Able to synthesize 

- Team player spirit 

- Good level of English (B1-B2)

- CEFR - Spanish (desirable). 

Specific Skills:

- Experience in user interfaces and reporting 

- Experience in helpdesk / service desk services 

- Experience in ticketing tools management 

- Basic web layout design and administration 

- User and customer oriented 

- Good knowledge of GNSS and EGNOS services and applications

Job features:

3 years of experience in a field relevant to helpdesk/ service desk activities

Experience of at least 1 year in the satellite navigation domain or relevant application market segment 

Engineering degree or equivalent 

Permanent Employment Contract/ Full time

Please send your application file only by e-mail to the following address:

Job Location: Torrejón de Ardoz, Madrid (Spain)

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