NOC (Network Operations Centre) Technician

Job Introduction

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. Our expertise in spacecraft operations, ground systems, and data processing has earned us recognition, including “Best in Domain” awards from ESA. Our long-standing partnership with ESA reflects our 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 a team based across the ESOC site in Germany.

The NOC Technician will be part of an integrated team providing 24/7 monitoring and control of Telemetry, Tracking and Command (TT&C) stations within the ESTRACK ground station network, as well as Operational IT and Operational Control Centre services at ESA’s European Space Operations Centre in Darmstadt, Germany.

The team, located in the ESOC Network Operations Centre, delivers support using a wide range of computer and network hardware and software.

The NOC acts as the first point of contact for users, missions/projects, and second-line support teams.

Key Responsibilities

• Liaising with spacecraft and mission operations engineers, as well as staff on duty at other support units, ground stations, and external agencies, to establish and continuously maintain a comprehensive overview of resource availability and demand across ground segment facilities.
• Supervising and coordinating scheduled support activities.
• Monitoring the progress of station configurations for satellite passes through voice coordination and remote monitoring systems.
• Scheduling ground stations and OCC facilities in real time (outside normal working hours).
• Configuring and monitoring station setups for satellite passes, including data transmission and performance.
• Responding immediately to any operational anomalies by initiating relevant procedures and performing first-line maintenance activities to restore services.
• Documenting and tracking anomalies, escalating to second/third-line support as needed, and following up on incident resolution.
• Producing reporting and maintaining accurate documentation.
• Acting as the first point of contact for users of critical systems.

Key Responsibilities Extension

• Providing first-line computer and network support to all eligible users, including handling incidents, problems, change requests, and user queries or complaints.
• Actively monitoring all operational IT systems, applications, and networks, and responding promptly to potential issues or outages by logging and escalating incidents in line with procedures.
• Identifying impacted services and users, and informing all relevant stakeholders.
• Initiating incident resolution or mitigation actions to restore services as quickly as possible.
• Escalating issues to second-line support or external providers in accordance with procedures.
• Following up on incident progress and keeping stakeholders informed of status updates.
• Prioritising work based on system criticality, schedules, and service targets.
• Performing operation, fault finding, and repair on network infrastructure and active components (Cisco), using Ethernet and TCP/IP protocols, including direct interaction with network devices.
• Performing contingency and scheduled reconfigurations, hardware and software maintenance, testing, and remedial activities in line with procedures to minimise service impact.
• Carrying out various housekeeping and administrative duties.
• Working to predefined schedules and service levels, and actively contributing to continuous improvement of technical and procedural practices.
• Providing round-the-clock coverage within a rotating shift pattern, ensuring effective handover between shifts.
• Maintaining a detailed log of all relevant activities and events.
• Attending user meetings, briefings, user groups, and workshops as required.

Skills

Do you think you are the person we are looking for? See below the experience and knowledge you should bring:

• Decisiveness and accountability.
• Fluency in English (spoken and written).
• A good understanding of IT networking, including WAN/LAN concepts, technologies, and troubleshooting.
• A strong service ethic, with a responsive and courteous approach to handling user calls.
• Problem-solving aptitude.
• PC literacy, including MS Office products.
• Familiarity with operational environments.
• Strong team player skills, with the ability to interface with both technical and management personnel.

The following would be considered an asset:

• Previous experience with remote operations of a network of unmanned satellite ground stations, or with local operations and maintenance of a manned satellite ground station.
• Sound understanding of ESTRACK ground station functionality, configuration requirements, and operational constraints.
• Interest in, and ability to coach or train other staff.
• Some knowledge of VMS, Unix, ConsoleWorks, NetBackup, CD-ROM production, CiscoWorks, HP-OV, Cisco firewalls, QIP, MS Windows operating systems, and ITSM tools.
• A good understanding of IT security concepts, technologies, and best practices.
• Knowledge of ITIL; certification is a plus.
• Knowledge of, or proven ability in, linear fault-finding, diagnosis, and resolution methodologies.

Note: This is a 24/7 position. Candidates must be able to work rotating shifts.

Package Description

• Relocation allowance (flight to Germany, airport transport, one month paid accommodation).
• Hybrid working model for flexibility.
• 30% discount on the Deutschland ticket for easy travel.
• Subsidised Wellpass – access to 12,500+ fitness and wellness options across Germany.
• JobRad
• Pension and health schemes.
• 30 days of holiday for balance and exploration.
• Corporate benefits – exclusive employee discounts at partner companies.
• Extensive annual training and development opportunities.
• Company events and employee initiatives focused on sustainability, inclusion, and diversity.