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**Description**:
**Company Description**:
OmniAccess is a leading managed service provider of premium connectivity, networking and cyber solutions. From our headquarter in Palma de Mallorca we cater services for superyachts, boutique cruise and research vessels, with a very strong commitment to service quality & availability. As part of our integral end-to end solutions, we design, implement and support onboard IT networks, bandwidth management tools and cyber security services, all aimed at providing our clients with premium digital solutions and the best possible user experience.
In 2018, OmniAccess joined forces with the Marlink Group. Marlink is a managed service provider and global leader in remote ICT solutions with annual revenues surpassing $800 million and 1,500 employees operating in more than 30 countries.
Wherever our customers are in the world, we deliver them possibilities to work smarter and to operate more effectively, more safely, more sustainably - without the limitations of technology.
With our possibility platform, we enable a comprehensive suite of end-to-end managed solutions (Connectivity, Network, Cyber Security, Cloud & IT, IoT & Apps), supported by professional services, unmatched global operations and delivery capabilities and local support teams.
As a global company with a local focus, we help make tomorrow’s possibilities today’s realities.
This strategic partnership has enabled us to expand our reach and capabilities, offering our clients an even broader range of innovative digital solutions and unparalleled support.
At OmniAccess, our vision is bold and clear: to deliver possibilities anywhere, empower innovation everywhere, and shape the future of maritime digital solutions. 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.
**Job Summary**:
You will also oversee the monitoring, analysis, and remote troubleshooting of the wide OmniAccess service catalogue, which includes areas such as:
- Specific VSAT/RF/Satellite matters
- Onboard antennas and WAN devices
- OmniAccess 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 OmniAccess 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**:
- 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...).
- Resident or citizen of Spain, eligible for immediate employment with OmniAccess in Palma de Mallorca (on-site role) without requiring a 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.
**We offer**:
- Full-time employment contract.
- Annual performance bonus based on individual and company achievements.
- Medical insurance.
- A dynamic and friendly work environment with a focus on learning and development.
- A culture that values open communication, innovation, and teamwork.
- Opportunities for continuous training and professional growth.
- Work with an international team in a diverse, inclusive environment.
- Office based in the vibrant Technology Business Park in Palma, Spain.
- OmniAccess, as part of the Marlink Group, is an equal opportunity employer determined to build a diverse and inclusive workplace. We are committed to ensuring that all individuals are treated with digni
