SatCom Support Officer

Job Purpose

Ensure the reliable operation of maritime satellite communication, network, and IT systems through continuous monitoring, troubleshooting, configuration, and maintenance. Provides technical support across Satcom services, including Starlink, VSAT, Iridium, and FleetBroadband, as well as Fortinet network infrastructure and Linux-based systems.

Responsible for managing technical incidents through to resolution, supporting vessel crews and customers, coordinating with internal teams and service providers, and maintaining high standards of service within a 24/7/365 support environment.

Main Duties and Responsibilities

• Diagnose and troubleshoot hardware, software, network, and maritime Satcom services, including Starlink, VSAT (Ku/Ka-band), Iridium, and FleetBroadband.
• Monitor satellite connectivity and service performance to identify and resolve outages, degradation, and connectivity issues.
• Configure, maintain, and troubleshoot Fortinet infrastructure, including FortiGate, FortiSwitch, and FortiAP devices.
• Configure, maintain, and troubleshoot Linux-based servers, applications, services, and network configurations.
• Perform remote diagnostics, configuration changes, software/firmware upgrades, testing, and maintenance.
• Assist vessel crews and customers with technical troubleshooting and provide clear guidance until resolution.
• Research technical issues using internal documentation, vendor resources, and other relevant sources.
• Track, prioritise, and manage technical incidents and service requests within agreed service levels.
• Escalate unresolved or critical incidents to the appropriate internal teams, service providers, or vendors.
• Coordinate with satellite operators, connectivity providers, vendors, vessel crews, and internal teams to resolve technical issues.
• Provide timely and accurate updates to customers throughout the incident resolution process.
• Document incidents, troubleshooting activities, configuration changes, and resolutions.
• Perform installation, commissioning, configuration, and testing of Satcom, network, and IT equipment.
• Identify obsolete or End-of-Life hardware and software and recommend upgrade or replacement.
• Apply cybersecurity best practices when supporting vessel networks, servers, communication systems, and remote access.
• Maintain strong professional relationships with customers and provide a high standard of technical support.
• Maintain technical knowledge of maritime Satcom, networking, Linux systems, Fortinet technologies, and cybersecurity.
• Collaborate with colleagues and other departments to ensure effective incident resolution and service continuity.
• Provide technical support on a 24/7/365 rotating shift basis.

• Perform any other tasks as from time to time agreed between the Parties.

Qualifications(For consistency all sentences should start with a verb, ie Design, Analyse, Perform, etc.)

• Hold a Bachelor’s degree or diploma in Information Technology, Computer Science, Telecommunications, Networking, Electronics, or a related technical field.
• Demonstrate previous experience in technical support, IT support, networking, telecommunications, or Satcom.
• Demonstrate a good understanding of TCP/IP networking, routing, switching, LAN/WAN, Wi-Fi, DNS, DHCP, and network troubleshooting.
• Demonstrate knowledge of satellite communication systems and maritime connectivity solutions.
• Demonstrate familiarity with firewalls, routers, managed switches, wireless access points, and network monitoring tools.
• Demonstrate basic knowledge of Linux and Windows operating systems and troubleshooting.
• Demonstrate knowledge of cybersecurity principles, network security, VPNs, and firewall policies.
• Demonstrate experience with Fortinet products or similar networking and security platforms.
• Apply strong analytical, troubleshooting, and problem-solving skills.
• Diagnose technical issues methodically and work effectively under pressure.
• Communicate clearly and effectively in written and spoken English.
• Explain technical information clearly to both technical and non-technical users.
• Provide strong customer service and maintain good interpersonal relationships.
• Work independently as well as collaboratively within a technical support team.
• Prioritise tasks and manage multiple incidents simultaneously.
• Work within a 24/7/365 rotating shift schedule.
• Develop and continuously improve knowledge of Satcom, maritime IT, networking, and emerging communication technologies.