PROVISION OF SATCOM SERVICE DELIVERY SUPPORT

EXPERIENCE AND EDUCATION:

Essential Qualifications/Experience:

·         Bachelor's degree in Telecommunications, Electrical Engineering, Computer Science, or a related field

·         5+ years’ experience in satellite communications, RF engineering, link budget computation, analysis and network operations

·         5+ years’ experience with satellite network management systems and monitoring tools

·         Knowledge of SATCOM systems, including VSAT, modems, antennas, and ground stations

Desirable Qualifications/Experience:

·         Proficiency in networking protocols (TCP/IP, QoS, VPNs) and troubleshooting tools

·         Certifications such as GVF, CCNA, or ITIL

·         Familiarity with regulatory standards (ITU, MIL-STD, etc.)

DUTIES/ROLE: 

·         Service and Delivery Support

ü  Provide technical support for SATCOM services delivery, including customer request processing and mission planning

ü  Monitor service performance, identify issues, and implement corrective actions to maintain service availability and quality

ü  Work closely with NATO Enterprise Services and Operations Centre (ESOC), National Satellite Control Centres (NSCC), NATO anchor sites and field engineers to diagnose and resolve service disruptions

ü  Assist in integrating SATCOM solutions with customer networks and IT infrastructure

·         Customer & Stakeholder Coordination

ü  Act as a point of contact for customers, providing technical assistance and ensuring service level agreements (SLAs) are met

ü  Collaborate with vendors, satellite operators, and engineering teams to address service issues and implement upgrades

ü  Conduct training sessions and provide documentation to customers and internal teams

ü  Provide technical support as a subject matter expert to NATO Project Managers and Service Delivery Managers

·         System Optimization & Performance Analysis

ü  Analyse network traffic, link budgets, and signal quality to optimize satellite communication performance

ü  Support the implementation of new technologies, software updates, and network expansions

ü  Participate in system testing, validation, and commissioning of SATCOM HW and SW tools and solutions

ü  Provide 2nd and 3rd level support to incident resolution

ü  Pro-actively support the process and tool improvements

·         Compliance & Documentation

ü  Ensure compliance with regulatory requirements, security policies, and industry standards

ü  Maintain accurate records of service incidents, troubleshooting steps, and resolutions

ü  Develop and update technical documentation, including user guides and troubleshooting manuals