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Job Description

Under the guidance of senior SOC engineers duties will include:

  • Picking up support tickets allocated by the SOC administrator.
  • Liaising with the client to gain a clear and detailed understanding of the problems being experienced.
  • Following trouble shooting procedures in order to correctly identify the nature of the problems and deciding on how to best resolve them.
  • Communicating with the client via telephone or email in a very clear and coherent manner, and using language that the client will understand depending on their technical knowledge.
  • Writing detailed and clear reports on the trouble shooting process being followed to resolve the problem.
  • Logging all actions in the SOC system to ensure relevant details are recorded.
  • Liaising with other SOC engineers and relevant e3 staff, as and when needed, to ensure all relevant information is collected.
  • Liaising with relevant external communications and service providers, as and when necessary, to ensure speedy resolution of the problems.

Assisting with monitoring the status of the vessels’ communications systems and alerting senior engineers when an issue arises.

Job Requirements
  • Fluent English is essential, both spoken and written in order to give clear, precise and confident telephone and email support to clients. Other languages are an advantage.
  • Excellent telephone and communication skills, including the ability to write emails and documents in a coherent and concise manner.
  • Ability to communicate effectively with the customer to understand and qualify the technical problem.
  • Ability to follow technical Q&A flow charts and perform critical thinking using own skills to explore a problem and identify a solution.
  • A good understanding of the importance of excellent, high level, customer service.
  • Ability to work under pressure and deal with situations in a positive and calm manner.
  • Genuinely motivated by the challenge of identifying problems and resolving them.
  • Effective organisational, time management and prioritising skills.
  • Resourceful, with the ability to work independently and as part of a team.
  • Qualifications in communications and/or IT would be an advantage.
  • Previous experience, and knowledge and interest, in data communications technology, IT networking or marine tracking antenna systems would be an advantage (although training will be given).
  • Previous experience in a customer service environment would be an advantage.
  • Knowledge of Navision CRM system, or other CRM systems, would be an advantage.

“When you first start off trying to solve a problem, the first solutions you come up with are very complex, and most people stop there. But if you keep going, and live with the problem and peel more layers of the onion off, you can often times arrive at some very elegant and simple solutions.”

Steve Jobs

If interested in the Trainee Support Desk Engineer position please send your CV and a covering email explaining why you are applying for this position to