User Support Engineer (temporary contract) (F/M)

Madrid, Spain, European Satellite Services Provider [ESSP-USE]

Field(s) of expertise
Information Technology
Job type

About this job

ESSP, a private company with 7 major European Air Navigation Service Providers as shareholders, manages the operation and supports the adoption of the European Satellite Based Augmentation System to GPS: EGNOS.

The adoption of this service is rapidly growing given it allows correcting the GPS signal and offers enhanced features with accurate positioning and integrity within safety-of-life services context such as public transportation.

ESSP recruits a User Support Engineer responsible for EGNOS Helpdesk activities and ticketing tool administration and maintenance, for the reporting of EGNOS monthly performances and the elaboration of EGNOS notifications to users, and supporting other user support recurrent activities related to user / customer satisfaction and to web and APP development.


EGNOS Helpdesk management:

  • Users registration management (including EDAS registrations)
  • Questions / Trouble Tickets management within the agreed response targets
  • Helpdesk documentation and procedures maintenance
  • Technical interface and technical coordination with Frontdesk for H24 helpdesk services, including maintenance of the corresponding Frontdesk procedures

EGNOS Helpdesk ticketing tool administration and maintenance:

  • Tool manuals maintenance
  • Tool configuration and basic administration (users, profiles, mailboxes, basic flows…)
  • Maintenance of the tool knowledge database
  • Technical interface with Toulouse IT team for hosting administration activities
  • Specification of new tool evolutions

EGNOS monthly Perfornance Reporting and Notifications to users:

  • Elaboration of EGNOS related communications to users (EGNOS Service Definition Documents, Service Notices, Monthly performance Reports, Yearly SPMR, EGNOS Bulletins…)
  • Elaboration of planned SIS outages and planned EGNOS Degradations notifications
  • Elaboration and publication of monthly performance reports
  • Maintenance of EGNOS-based procedures database with inputs from the different departments

Contribution to the following activities:

  • Recurrent User Support activities
  • User and Customer satisfaction processes
  • EGNOS User Support Website and EGNOS APP development and maintenance


Generic Skills

  • Good communication skills
  • Good autonomy and initiative
  • Able to synthesize
  • Team player spirit
  • Good level of English (B1 – B2)

Specific Skills

  • Experience in user interfaces and reporting
  • Experience in helpdesk / service desk services
  • User and customer oriented
  • Good knowledge of EGNOS Services

Job Requirements

  • At least 2 years of experience in satellite navigation (GNSS) and one year of experience in afield relevant to reporting and helpdesk activities.
  • Engineer degree or equivalent

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