Front Line Service Technician (CZ)

Job Introduction

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.
 

Role Responsibility

As a Front Line Service Technician you will focus on the following 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.

Successful Candidate

Your skills:

• 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.

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Important:

Any offer of employment is contingent upon you providing documents to verify your identity and employment eligibility, as required by law.

Applicants are reminded that they will be requested to produce such documentation during the recruitment process.

Please contact a member of the recruitment team if you require further details of acceptable types of documentation required for verification of identity and work authorization. 

Data Protection:

When creating a profile on the Serco Career Centre you agreed to the Data Protection policy, a copy is available upon request.You may submit a written request revoking your consent to this agreement at any time.

Package Description

Joining Serco's amazing team offers:

• Competitive Salary 
• Great career opportunities in the Space industry
• Corporate Benefits Package
• Support provided to EU Nationals requiring relocation – Information available upon request
• Company events
• International environment

About the Company

Why should you join Serco ?

At Serco not only is the nature of the work we do important, everyone has an important role to play.

Meaningful and vital work - You’ll contribute to methodologically intercepting challenges whilst achievements will also be recognised and celebrated.

A world of opportunity - You’ll be wholeheartedly supported with development and career progression

Great people - You’ll become an integral member of a well-defined and supportive team who believe passionately in the value of our work.

What we offer

• Chance to contribute to innovation in the public services sector
• A company passionate about diversity and inclusion
• Permanent employment with comprehensive Serco Benefits package.

About Serco

At Serco, not only is the nature of the work we do important, everyone has an important role to play when managing complex public services.  

We are a team of 60,000 people responsible for delivering essential public services around the world, we are innovators, committed to redesigning and improving public services for the benefit of everyone.

By joining Serco you will have unlimited access to our Global Employee Networks – SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging. 

Apply

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Serco is a Disability Confident Employer committed to employing and retaining people with disabilities.  Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.

Serco European Agencies