Description:

The Technical Support Centre consists in an international team located around the world providing 24/7 support to address all enquiries as well as resolve any requests from our clients.
As a member of the TSC Tier 1 team, you will be the first level of support and responsible for managing client incidents and requests received via email, chat, and phone calls.
You will also oversee the monitoring, analysis, and remote troubleshooting of the wide Omni Access service catalogue, which includes areas such as:

• Specific VSAT/RF/Satellite matters
• Onboard antennas and WAN devices
• Omni Access proprietary services and equipment
• IP/LAN and Firewalls
• VOIP
• WAN management

Tier 1 engineers have several key responsibilities, including:

• Ensuring that customers can consistently utilize Omni Access services optimally, providing the best possible experience.
• Managing technical incidents and requests from clients in a methodical and organized manner.
• Documenting all tasks and communications in the ticketing system and ensuring customers receive consistent updates.
• Monitoring assigned tickets during the shift and ensuring a proper handover in accordance with operational guidelines during shift changes.
• Identifying, evaluating, promoting, and implementing best customer support practices.
• Demonstrating excellent communication skills, with the ability to handle challenging support situations in a calm and methodical manner.

From our main Teleport site in Palma de Mallorca, you will have access to an extensive IT and monitoring infrastructure, including advanced Remote Access and reporting systems, as well as analysis tools.
The team will operate in shifts according to a round-the-clock roster.

Requirements:

Minimum Requirements:

• Candidates with a strong academic background in a relevant subject (Telecommunications Engineering, Satellite Engineering, IT/Networking, or Computers/Programming).
• Excellent command of English (written and verbal).
• Strong communication skills with a client-focused attitude.
• Ability for logical thinking and systematic troubleshooting.
• Basic RF knowledge (radio communication links, RF engineering, antennas, link budgets, microwaves, etc.).
• Basic IP/LAN knowledge.
• Willingness to participate in internal and external training courses (Cisco CCxx, Fortinet NSEx, Newtec, Seatel...).
• Willing to relocate to Palma de Mallorca, Spain.
• Resident or citizen of an EU country, able to start immediate employment by Omni Access in Palma without requiring any visa or work permit.
• Willingness to work on weekends and bank holidays, in fixed morning or afternoon shifts.

Desired Requirements:

• CCNA/NSE4 Certified or equivalent.
• Academic or professional experience in Satellite communications and Radiofrequency.
• Academic or professional experience in Firewall management and SDWAN.
• IT customer support experience.