Front Line Service Technician

Serco is a leading Space Services Provider with thousands of skilled resources that has supported over 50 space missions on behalf of more than 10 Space or Government agencies around the globe, including the ESA and NASA. Serco offers space capability across the full space lifecycle from satellite testing to Launch services, LEOP to spacecraft operations, space surveillance to data management, and supporting downstream application development. With over 55 years history in the space sector Serco is well placed to contribute to National strategies and New Space ventures who want to scale their businesses/organizations with skilled talent.

Are you ready to support space exploration as a Front Line Service Technician? We have an opportunity for you to join our team in the Serco Office in Prague. If you're enthusiastic about entering the thrilling realm of space and becoming an essential member of our team, we would love to hear from you.

Serco is part of the “DUA Service” consortium, which aims at developing a unique digital identification system to track the usage of assets and services relevant to DestinE, navigating across large bodies of text, tracing not only DestinE acknowledgement detection but DestinE relevance to science and policy making decisions. In this context, Serco oversees the operation and maintenance of the DestinE Usage Assessment Dashboard Services, to collect and visualize summary statistics of Destine usage based on multiple criteria. This dashboard service will facilitate EC members to regularly assess DestinE usage and support DestinE entities (e.g., ESA, ECMWF, and EUMETSAT) to report the success of related DestinE activities.

Responsibilities:

• Operate USR Services efficiently and in line with defined SLA.
• Notify users on and manage DUA operations anomalies.
• Provide the users with Help Desk assistance.
• Contribute to Operations Reports KPIs.
• Prepare Incident Reports
• Report (via the monitoring dashboard) on any service unavailability and subsequent resumption
• Provide users with open-access information on how to use the DUA Dashboard Services
• Ensure the availability of DUA Dashboard landing page for public information without access control, containing up-to-date basics DestinE diagnostics and performance metrics
• Participate to yearly User Open Reviews organised by ESA
• Regularly collect user feedback and seek for a continuous service improvement
• Document and publish on a website an annual report analysing the attractiveness of DUA Dashboard Services for users and external stakeholders.

Profile:

• Knowledge of ticketing system tracking tool (JIRA).
• Experience with Grafana tool.
• First Line / Second Line of support.
• Pro-active approach to problem identification and resolution.
• Comfortable with working in a diverse and multinational team environment.
• Proficient in the English language, both written and spoken.
• Knowledge of another EU member state language is an asset.
• Candidates must be eligible to work in the EU.

DE&I
Within Serco we believe there is a place here for everyone. Diversity & Inclusion at Serco is based on a culture where every voice is heard, and every employee feels valued. Working together as one team, we can enhance the experience of our people and teams, improve the value of our solutions to better serve the missions of our customers, and make a difference in our world. We are enthusiastic and passionate about our work which is infectious. We allow our employees to take responsibility for their work and promote a positive working culture.

What we offer:

• Competitive Salary.
• Corporate Benefits Package.
• Support provided on relocation – Information available upon request.
• Company Events.

About Serco:

Serco is a leading Space Services Provider with thousands of skilled resources that has supported over 50 space missions on behalf of more than 10 Space or Government agencies around the globe, including the likes of ESA, CNES, EUMETSAT, EUSPA, ASI and NASA. We offer space capabilities across the full space lifecycle from satellite testing to Launch services, LEOP to spacecraft operations, space surveillance to data management, and supporting downstream application development. With over 55 years history in the space sector Serco is well placed to contribute to National strategies across Europe and the globe We work within the heart of the space sector so understand the challenges our customers face. When it comes to recruitment we are experts in sourcing the very best talent within space engineering, earth observation, satellite communications and cyber security. We have placed hundreds of people from post graduates through to C-suite executives into space agencies, satellite operators, manufacturers, system integrators, consultancies, earth observation/remote sensing, launch providers and much more.

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