TS Support Desk

Company Details

Intellian is a leading global provider of stabilized satellite antenna systems. Built upon our patented RF, stabilization and tracking technologies, our products support a wide range of industries, including Commercial Maritime, Offshore Energy, Defense & Intelligence and Luxury Yachting. Our comprehensive range of antenna systems includes Satellite TV, VSAT, Global Xpress and FleetBroadband solutions.

Roles & Responsibilities

Customer Support:

  • In the office, it is expected that you answer phone calls and emails to support our customer base.
  • Assisting with local market dealer technical inquiries
  • Support of product globally.
  • Assisting other departments to help facilitate sales, such as, but not limited to; product demonstrations, Product recommendations, document or knowledge base creation, onsite training.
  • Be able to perform installation of any Intellian Product efficiently, timely and successfully.
  • Understand the operation of all Intellian product and be able to troubleshoot and fix.
  • Maintain a high standard of workmanship and cleanliness
  • Adhere to all safety regulations, perform risk assessment and maintain required PPE.
  • Work individually without support if in a remote location.
  • Work with teams of both internal staff, subcontractors, dealers, and customers.
  • Be self-sufficient if need be, when unable to contact coordination or line manager.
  • Report daily to the coordination team and line manager.
  • Maintain a professional appearance and attitude at all times, representing the company well and maintaining a good reputation.
  • Limit failed or return required jobs and maintain a high success rate.

Administration & Clerical.

  • Completing and providing RMA forms with stock returns or inventory adjustments.
  • Ensuring all approvals are obtained before taking any item(s) from stock.
  • Inputting of information into Salesforce.
  • Ensuring Salesforce information is accurate.
  • PUP, Case, TCN and Work Order; Creation, updates and completion within CRM
  • Clear, concise reporting on service reports.
  • Development of documentation for troubleshooting and knowledgebase.

General.

  • Working with all teams and staff to assist where a resource is needed.
  • Maintain a good working relationship with colleagues.
  • Maintaining a clean, tidy and safe working environment.
  • Ensuring the security of any company property, building and contents

Qualifications & Requirements

  • High School Diploma
  • IT Network troubleshooting skills; DHCP, TCP/IPv4 & v6, Sub-netting, routing, etc.
  • Strong mechanical skills.
  • Ability to communicate effectively in person and using email or telephone.
  • Excellent written and verbal skills of the English language.
  • Must be comfortable working alone and opening/closing facility.
  • Maintain a professional appearance at all times.
  • Physically able to lift/carry at least 50lbs
  • Strong organizational skills.
  • Great team player and positive attitude.
  • Willingness to learn.
  • Helpful to others.
  • Ability to adapt to urgent situations and good at working under a timeline pressure.
  • Good computer skills, including Word, Excel, Outlook and Google Docs. Generally, Technology savvy.

Tagged as: support desk, it support desk

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