Technical Support Officer

1 day ago

Beverley, Australia fleet.space Full time

Technical Customer Support
- Space industry
- Remote work opportunity

**The Company**

Fleet Space Technologies is an innovative space technology company that builds solutions for companies that wish to monitor and manage assets in remote areas. Our satellite constellation in combination with state-of-the-art ground-based technologies allows customers to securely transfer data from anywhere in the world.

Our most recent technological development provides a ground-breaking solution to our customers in mining and exploration. The solution removes some of the negative impact on the environment that traditional drill hole methodology has by supplementing it with our sensor based ground solution backed up by our satellite network providing customers with near real-time data modelling of subsurface deposits.

As a business, we are ambitious, innovative, and collaborative and we put our customers first in everything that we do. We love celebrating our successes, and we have had a lot to celebrate to date. We are a diverse group of professionals who have come together for one purpose - to build spacecraft for explorers of new worlds.

**The Role**

As part of our expanding Operations team, we are seeking to hire a Technical Support Officer. The role will be working remotely in the US to support our growing US-based customers.

To be successful in this role, you will need to have prior work experience in an ISP or MSP environment with a broad technical knowledge and outstanding customer service and excellent communication skills, both written and verbal.

**Main Responsibilities**
- Diagnose, troubleshoot and provide solutions to resolve technical issues related to Geodes and Exosphere.
- Provide support in designing geo surveys for customers with Exosphere portal.
- Manage and prioritise open tickets and ensure issues are properly documented on Jira.
- Perform product training to educate customers on the usage of the product.
- Escalate unresolved issues to the appropriate internal team/s such as Software, Manufacturing, etc.
- Support hardware updates and refurbishment of Geodes when required.
- Perform out of hours and on-call roster as and when required.
- Additional duties as reasonably requested by the business.

**Key Skills and Experience**
- At least 1 year demonstrated experience in providing technical support, ideally from an ISP or MSP environment.
- Ability to diagnose and troubleshoot technical issues.
- Experience in supporting satellite internet connectivity and good understanding of IoT devices is an advantage.
- Prior experience in using Jira Service Desk ticketing system.
- Excellent analytical, problem-solving and communication skills.
- Ability to understand electronics or software development is a bonus but not required.
- Geological knowledge is a bonus.
- Flexible, adaptable and ability to work in a fast-paced work environment.
- Fleet is an Equal Opportunity Employer; employment with Fleet is governed on the basis of merit, competence and qualifications and will not be influenced in any manner by race, colour, religion, gender, national origin/ethnicity, age, sexual orientation, gender identity, marital status, mental or physical disability or any other legally protected status._

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