The Satellite Terminal Support Engineer is part of the ALLSPACE team who are responsible for providing technical support to ALLSPACE customers. Working from the ALLSPACE Technical Operations Centre (TAC), this role supports day-to-day operational tasks such as initial fault checks, ticket handling, and customer updates, escalating complex issues to senior engineers as required. Flexibility to work shifts and occasional overtime may be needed as operations scale to meet a global customer base.
Responsibilities of this role are listed below:
- Verify customer identity and confirm warranty/entitlement before progressing support requests.
- Perform initial checks for common causes of service impact (power, communications path, environmental factors, and local blockage/line-of-sight considerations).
- Create, update, and manage support tickets, ensuring the minimum required data set is captured for effective troubleshooting.
- Triage, categories, and priorities customer issues in line with agreed support processes and service impact.
- Use the Known Error Database and internal knowledge articles to resolve recurring issues and apply approved workarounds.
- Handle RFIs and service requests, routing to the correct internal teams and supporting basic account management tasks.
- Provide clear and timely customer updates during incidents and requests, escalating when scope or severity requires.
- Support internal KPI and service reporting by maintaining accurate ticket data and producing basic operational reports.
Requirements
- Bachelor’s degree (or studying towards) in Telecommunications, Satellite Engineering, Electrical Engineering, IT/Networks, or a related STEM discipline, or equivalent practical experience.
- 0–2 years’ experience in a technical support, field support, or satcom operational environment
- Basic understanding of IP networking concepts (e.g., addressing, routing basics, DNS, latency/packet loss) and a willingness to learn satellite-specific technologies.
- Comfortable following structured troubleshooting steps and performing first-line checks (power, connectivity, environment, and obstruction/line-of-sight considerations).
- Experience using an ITSM/ticketing tool (or similar), with attention to capturing accurate information, categorization, and prioritization.
- Clear written and verbal communication skills, able to provide concise customer updates and handovers.
- Strong teamwork mindset and ability to escalate effectively, collaborating with senior engineers and other internal teams to restore service.
Additional Notes
Eligibility to hold and pass secret security vetting (US)
Flexibility to work shift and to travel to support customer requirements
Benefits
- Excellent Compensation package inclusive of competitive salary, 401(k) plan, healthcare and 25 days holiday in addition to the US Bank holidays.
- Bonus package
- Career development training opportunities (in house and external)
- Employee Referral scheme
- 24/7 access to discount platform across 900 retailers
