Network Operations Centre Technician

Serco has made significant contributions at ESA's European Space Operations Centre (ESOC) in Darmstadt, supporting a wide range of space missions and projects. Serco provides essential engineering, technical, and management services, playing a key role in logistics and operational support for missions. Their expertise in spacecraft operations, ground systems, and data processing has earned them recognition, including 'Best in Domain' awards from ESA. Their long-standing partnership with ESA reflects their commitment to excellence and innovation in the space sector, ensuring successful mission outcomes and advancing space exploration.

On behalf of our client, ESOC, we are looking for a skilled **NOC (Network Operations Centre) Technician** to join our team distributed over the ESOC site, in Germany.

**Responsibilities**:

- Operational Coordination & Support
- Liaise with spacecraft and mission operations engineers, as well as external agencies and ground stations, to ensure efficient resource utilization
- Supervise and coordinate scheduled support activities, ensuring seamless execution
- Schedule and configure ground stations and OCC facilities in real-time, including outside normal working hours
- Monitor station configurations and data transmissions, ensuring performance meets operational standards
- Incident Management & Troubleshooting
- Act as the first point of contact for users of critical systems, providing initial support and troubleshooting
- Log and escalate incidents as per established procedures, ensuring timely resolution
- Identify affected services/users, communicate issues to relevant stakeholders, and initiate resolution efforts
- Perform first-line fault analysis, maintenance, and troubleshooting of network components (CISCO) using Ethernet and TCP/IP protocols
- Conduct hardware/software maintenance and remedial actions to ensure system reliability
- Reporting & Documentation
- Maintain detailed logs of all operational activities, incidents, and resolutions
- Track anomalies, escalate issues when necessary, and follow up on incident resolutions
- Participate in user meetings, briefings, and workshops to stay aligned with operational updates
- Continuous Improvement & Shift Work
- Adhere to predefined schedules and service levels, ensuring mínimal resource impact
- Provide around-the-clock operational support in a rotating shift pattern with thorough handovers
- Contribute to process and technical improvements to enhance service quality
- Perform general administrative and housekeeping tasks to maintain operational efficiency

**Profile**:

- Strong understanding of IT networking, including WAN/LAN concepts, technology, and troubleshooting
- Proficiency in PC literacy, including MS Office products
- Familiarity with operational environments and system monitoring
- Ability to perform first-line fault diagnosis, troubleshooting, and resolution
- Basic understanding of IT security concepts, technology, and best practices
- Decisiveness and accountability, with the ability to take ownership of tasks and decisions.
- Fluency in English (spoken and written)
- Strong service ethic—responsive and courteous in handling user calls
- Problem-solving aptitude and logical approach to troubleshooting
- Team-player skills, with the ability to collaborate with both technical and management personnel
- Availability to work in 24/7 shifts

**Nice to Have**:

- Experience with remote operations of a network of unmanned satellite ground stations or local operations/maintenance of a manned satellite ground station
- Understanding of ESTRACK ground station functionality, configuration requirements, and operational constraints
- Knowledge of ITSM tools and ITIL framework (certification is a plus)
- Familiarity with VMS, Unix, Console Works, NetBackup, CD-ROM production, CiscoWorks, HP-OV, CISCO Firewalls, QIP, and MS Windows operating systems
- Proven ability to perform linear fault-finding, diagnosis, and resolution
- Interest in coaching or training other staff

**ALL CANDIDATES MUST BE ELIGIBLE TO WORK IN EU.**

**On Offer**:

- Relocation allowance: including a one-way flight ticket, transportation from the airport to a temporary hotel, and one month of paid accommodation while securing permanent housing
- Hybrid working model
- 30% subvention on Deutschland ticket
- Gym membership discount
- Participation in pension and health scheme
- 30 days of holiday

**Relocation**:
Darmstadt, Germany, offers a central location in Europe, making it an ideal base for travel and business within the EU. Major cities are well-connected by road, rail, and air, with Frankfurt Airport being one of Europe's busiest and most well-connected airports, facilitating easy international travel.

Serco GMBH offers relocation support for all EU passport holders that are planning to relocate to Germany and work for ESOC.

**DE&I**:
Diversity, Equity & Inclusion at Serco GMBH is based on a culture where every voice is heard, and e