User Support Engineer F/M

Created in 2009, ESSP is a young and dynamic company, a pan European service provider , certified by EASA (the European Union Aviation Safety Agency) to deliver safety-critical services. Our mission is to operate and provide Communication, Navigation and Surveillance (CNS) services, among which, the main one is the EGNOS service (the European Geostationary Navigation Overlay Service), on behalf of the EUSPA (the European Agency for Space).

ESSP recruits a:

USER SUPPORT ENGINEER - (F/M)

If you have good communication skills with a high level of English , proficiency in helpdesk/service desk and have at least 3 years of experience in user interfaces preferably in the space or aeronautical transport sector, then this position is for you!

By joining us, you will work on the EGNOS Helpdesk activities and the EGNOS Helpdesk ticketing tool evolution and maintenance. You will report the monthly performances and EGNOS notifications to users.

Your main responsibilities/activities will be:

• EGNOS Helpdesk activities:
  • Users registration management;
  • Answer to the questions / trouble Tickets;
  • Helpdesk documentation and procedures maintenance;
  • Contribution to User Support processes and policies maintenance;
  • Technical interface and coordination with Front desk for H24 helpdesk services;
  • Helpdesk activity monitoring and reporting.
• EGNOS Helpdesk ticketing tool evolution and maintenance:
  • Tool manuals maintenance, configuration and basic administration (users, profiles, mailboxes, basic flows…);
  • Interface with IT department and external providers for administration, evolutions and upgrades;
• EGNOS reporting:
  • Elaboration and publication of monthly performance reports;
  • Maintenance of the users notifications (EGNOS Degradations Notifications and Communications Templates) baseline;
  • Contribution to different EGNOS communication plans and publication of customised service performance reporting to users;
  • Elaboration of planned SIS outages and planned EGNOS degradations notifications;

PROFILE:

• Strong communication skills;
• Good autonomy and initiative;
• Able to synthesize;
• Team player spirit;
• Experience in user interfaces and reporting;
• Experience in helpdesk / service desk services;
• Experience in ticketing tools management;
• Basic web layout design and administration;
• User and customer oriented;
• Good knowledge of GNSS and EGNOS services and applications.

JOB REQUIREMENTS:

• Language: English (C1) – CEFR and Spanish (desirable);
• Engineering degree or equivalent;
• Experience of at least 1 year in the satellite navigation domain or relevant application market segment.

Human Resources information:

• 1st interview is held by the direct manager of the position you applied for (technical interview);
• 2nd interview is held by HR department.

Element of package of remuneration:

• Variable: bonuses based on objectives;
• Teleworking: up to 3 days/week;
• Health insurance, Life Insurance;
• Saving plan;
• Tickets Restaurant;
• Sustainable Mobility Package: Home/Office travels reimbursement if car sharing or bicycling;
• 29 holidays (for full-time year).

ESSP is committed to cultural diversity, gender equality and the employment of disabled workers.

Job Types: Full-time, Permanent

Experience:

• satellite navigation system: 1 year (Required);

Language:

• English (Required);

Work Location: In person.