User Support Engineer – F/M

hace 2 semanas

Madrid, Madrid, España ESSP SAS A tiempo completo

ESSP, a private company with shareholders from 7 major European Air Navigation Service Providers, oversees the operation and facilitates the integration of the European Satellite Based Augmentation System known as EGNOS.

The adoption of this service is on the rise as it enables GPS signal correction and offers advanced functionalities for precise positioning and integrity within safety-critical services like public transportation.

If you possess excellent communication abilities, a strong command of English, expertise in helpdesk/service desk, and a minimum of 3 years of experience in user interfaces, particularly in the field of space or aeronautical transportation, then this opportunity is tailored for you.

By becoming a part of our team, you will be involved in EGNOS Helpdesk operations and the continuous improvement and upkeep of the EGNOS Helpdesk ticketing tool. Your responsibilities will also include reporting monthly performances and EGNOS notifications to users.

Main responsibilities/activities:

  • EGNOS Helpdesk activities:
  • Users registration management;o Answering questions / addressing tickets
    o Helpdesk documentation maintenance and procedures;
    o Contributing to the maintenance of User Support processes and policies;
    o Coordinating with Front desk for 24/7 helpdesk services;
    o Monitoring and reporting helpdesk activities.
  • EGNOS Helpdesk ticketing tool evolution and maintenance:
  • Tool manuals maintenance, configuration and basic administration (users, profiles, mailboxes, basic flows...)
    o Collaborating with IT department and external providers for administration, evolutions, and upgrades;
    o Generating and sharing monthly performance reports;
    o Maintaining user notifications (EGNOS Degradations Notifications and Communications Templates) baseline;
    o Participating in various EGNOS communication strategies and providing customized service performance reports to users
    o Preparing planned SIS outages and scheduled EGNOS degradation notifications.

Profile:

  • Exceptional communication skills
  • Autonomy and initiative
  • Ability to synthesize
  • Team player mentality
  • Proficiency in user interfaces and reporting
  • Helpdesk/service desk experience
  • Ticketing tools management experience
  • Basic web layout design and administration knowledge
  • Customer-centric approach
  • Good understanding of GNSS and EGNOS services and applications.

Job Requirements:

Language: English (C1) – CEFR and Spanish (preferred).

Engineering degree or equivalent.
Experience of at least 1 year in the satellite navigation industry or related application market segment.

Human Resources information:

  • Initial interview conducted by the direct manager of the relevant position (technical interview)
  • Subsequent interview conducted by HR department
  • Remuneration package elements:
  • Variable: bonuses based on achievements
  • Telecommuting: up to 3 days per week
  • Health insurance, Life Insurance
  • Saving plan
  • Meal vouchers
  • Sustainable Mobility Package: Reimbursement for travel between Home/Office through car sharing or bicycling
  • 29 days of leave (per full-time year)

Please submit your application exclusively via email to the provided address.

Job Location:

Madrid, Spain

Type of Contract:

Full-time – Permanent

ESSP upholds principles of cultural diversity, gender equality, and the inclusion of disabled employees.

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