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user support engineer
April 11, 2019

User Support Engineer (temporary contract) - (F/M)


ESSP, a private company with 7 major European Air Navigation Service Providers as shareholders, manages the operation and supports the adoption of the European Satellite Based Augmentation System to GPS: EGNOS.

ESSP Corporate Video

The adoption of this service is rapidly growing given it allows correcting the GPS signal and offers enhanced features with accurate positioning and integrity within safety-of-life services context such as public transportation.

ESSP Website

ESSP recruits a:

User Support Engineer (temporary contract) - (F/M)

Responsible for EGNOS Helpdesk activities and ticketing tool administration and maintenance, for the reporting of EGNOS monthly performances and the elaboration of EGNOS notifications to users, and supporting other user support recurrent activities related to user / customer satisfaction and to web and APP development.

 The User Support Engineer is responsible for:

 -          EGNOS Helpdesk management:

·         Users registration management (including EDAS registrations)

·         Questions / Trouble Tickets management within the agreed response targets

·         Helpdesk documentation and procedures maintenance

·         Technical interface and technical coordination with Frontdesk for H24 helpdesk services, including maintenance of the corresponding Frontdesk procedures

-          EGNOS Helpdesk ticketing tool administration and maintenance :

·         Tool manuals maintenance

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

·         Maintenance of the tool knowledge database

·         Technical interface with Toulouse IT team for hosting administration activities

·         Specification of new tool evolutions

-          EGNOS monthly Perfornance Reporting and Notifications to users:

·         Elaboration of EGNOS related communications to users (EGNOS Service Definition 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

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

 And will be contributing to the following activities:

-          Recurrent User Support activities

·         User and Customer satisfaction processes

·         EGNOS User Support Website and EGNOS APP development and maintenance

Profile:

Generic Skills:

- Good communication skills
- Good autonomy and initiative
- Able to synthesize
- Team player spirit
- Good level of English (B1 – B2)

Specific Skills:

- Experience in user interfaces and reporting
- Experience in helpdesk / service desk services
- User and customer oriented
- Good knowledge of EGNOS Services

Job Requirements:

At least 2 years of experience in satellite navigation (GNSS) and one year of experience in a field relevant to reporting and helpdesk activities.

Engineer degree or equivalent 


Please send your application file only by e-mail to the following address: recrut@essp-sas.eu

Job Location: Torrejón de Ardoz, Madrid (Spain)

Type of Contract: Full time/ Temporary contract (end of 2021)

PDF: Download

 

ESSP is committed to cultural diversity, gender equality and the employment of disabled workers.