Technical Support Analyst

Location: Goonhilly, Cornwall

Department: Customer Operations

About Us

Avanti Communications is the leading Ka-band high throughput satellite capacity partner to the communications industry in EMEA – extending and guaranteeing coverage for defence missions, enterprise solutions and critical public services. Through the HYLAS satellite fleet and partners in 118 countries, Avanti provides dedicated fixed and flexible-beam satellite connectivity, with extensive coverage across Europe, the Middle East and Africa. Avanti has invested $1.2bn in a network that incorporates orbital slots in the Ka-band spectrum, satellites, ground stations, data centres and a fibre ring.

We are proud to be leading the way in connecting the unconnected as we continue with our journey of delivering on our unique point of view on the world to ‘Be More’. We believe everyone has the potential to achieve their ambitions and we are determined to continue in creating opportunities to support this.

Come and join Avanti and be part of the team that will make the difference leveraging our satellite technology that improves access to education, medicine and helps create a safe environment to live and work. Surely everyone deserves this.

Role Purpose

The Avanti Vision is to provide mission-critical satellite capacity to defence and communications industry customers. As one of our customer advisors, your unflappable nature and personal approach will give our customers the confidence you’ll get right to the root of their problem.

You’ll be the first point of contact for our customers and will work with customers across the globe to quickly fix their problems in line with agreed Service Level Agreements (SLAs).

Key Accountabilities & Responsibilities

  • Respond to and resolve all end user service calls, enquiries and escalations, in line with customer Service Level Agreements
  • Provide proactive hands-on trouble shooting and problem solving of the service network infrastructure
  • Communicate status updates to customers and carry out quality checks of the Documented Incident and customer satisfaction surveys when closing resolved Incidents
  • Process customer user service activations and cancellations
  • Maintain customer accounts by recording account information
  • Build sustainable relationships of trust through open and interactive communication
  • Contribute to team effort by accomplishing related results as needed
  • Follow Avanti’s procedures, guidelines and policies

Skills & Qualifications


  • Strong dedication to delivering outstanding levels of customer care and support with an enthusiastic, pro-active approach to problem solving
  • Ability to handle demanding customers in a pressurised environment
  • Ability to communicate with customers at all levels, imparting information in a non-technical way that end customers understand
  • Excellent time management skills
  • CRM and trouble ticketing systems experience, preferably Remedy on Demand
  • Strong Knowledge of TCP/IP. Familiarity with traffic analysis and debugging tools
  • Ability and willingness to working shifts and contributing to an on-call function
  • Good planning and organisational skills
  • The ability to multitask and work under pressure
  • Positive and enthusiastic attitude
  • Flexible mindset with the ability to deal with a constantly changing environment
  • Excellent understanding of Satellite Communications and RF chain components and equipment
  • Proven operational experience including installation, commissioning and support in one or more of the following VSAT Platforms; Hughes Network Systems, iDirect, Gilat and Newtec
  • Ability and willingness to work occasionally long hours, when required
  • Ability to work autonomously and prioritise planned tasks while managing unplanned issues
  • Knowledge of IP networks, network dimensioning and support
  • Demonstrable experience of Microsoft Office Suite: Word, Excel, Power Point, Visio, PowerBI
  • Excellent communication skills with a good command of the English language, both written and verbal
  • ITILv3 or v4 Certification to at foundation level – Must have experience in incident & problem management
  • Understanding of ITIL and ISO standards


  • Relevant Vendor/industry accreditations
  • Ability to speak other languages would be advantageous, specifically French or Portuguese
  • This role is undertaken as part of the 24×7 shift pattern, where a shift premium applies


  • A Competitive Salary, pension scheme, and life assurance & private medical insurance
  • A generous and highly achievable bonus scheme – paid annually based on individual and company performance against targets
  • Along with 25 Days Annual Leave (excluding bank holidays) plus an Additional Day on us for your Birthday
  • Buy or sell up to 3 holiday days per annum
  • Free access to the Employee Assistance Programme
  • Plus, a variety of excellent Employee Funded Benefits available to you

In addition to the above responsibilities, the jobholder is required to perform other reasonable duties as assigned by the line manager from time to time. 

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