Job Title: Maintenance Support Operative
Reports to: ITSM Service Delivery Manager
Location: Middle East region - KSA / BHR / Other Gulf states
Type: Full time
The Role
MARSS is seeking highly skilled and experienced Maintenance Support Operatives to join our team and support the NiDAR CUAS/SADS systems. The ideal candidate will play a pivotal role in incident resolution, system performance monitoring, and technical support to ensure the seamless operation of our advanced technologies across the region.
Main Responsibilities:
- Incident Management: Assist in incident investigation and resolution in line with directives from the Service Operations Management team, ensuring prompt and efficient handling of NiDAR CUAS/SADS events.
- Reporting: Contribute to both internal and customer-facing reports, providing accurate technical insights and updates.
- Deployment Support: Be available for deployment across the Middle East to assist with major incidents or special projects as instructed by management.
- System Monitoring: Monitor, analyze, and optimize the performance of NiDAR CUAS systems, associated sensors, and peripheral equipment to ensure high operational efficiency.
- Procedures & Documentation: Develop, maintain, and monitor procedures for NiDAR CUAS systems and backups, ensuring consistency and reliability.
- Preventative Maintenance: Deliver preventative maintenance services to meet and exceed customer Service Level Agreements (SLAs), ensuring system uptime and stability.
- Emergency Support: Provide emergency on-call support on a rotating schedule, ensuring rapid response to critical issues.
- On-Site & Remote Support: Regularly visit sites for technical support, including both on-site and remote assistance for repairs, troubleshooting, and technology updates.
- Asset Management: Assist in the organisation, inventory, and management of hardware and software resources, ensuring accurate tracking and availability of key assets.
- Knowledge Sharing: Contribute to the creation of knowledge articles and technical documentation for the MARSS Support Knowledge Base, helping both internal support staff and customers improve efficiency.
- Audits: Conduct asset and configuration audits as directed by the MARSS Support Management team, improving data integrity and availability.
- Software Distribution: Collaborate with the ITSM Service Delivery Manager to plan and coordinate the distribution of NiDAR CUAS software and service packs.
- Network & Power Management: Maintain and update site network logical systems, connectivity, and power diagrams to ensure reliability and clarity.
- Service Asset Management: Keep an updated inventory of hardware and maintenance records within the MARSS Service Asset and Configuration Management tool.
- Mentorship & Development: Provide guidance and mentorship to other Service Operations staff, fostering the growth of their technical skills and knowledge.
- Confidentiality: Adhere to confidentiality agreements regarding customer and company proprietary information.
Qualifications & Skills:
- Ideally strong understanding of CUAS systems, associated sensors, and peripheral equipment, as a minimum experienced in working in a multi-disciplined security, software, telecommunications or maritime systems environment. Experience in system performance analysis and troubleshooting.
- Incident & Problem Management: Experience in incident resolution and contributing to incident management processes within a team environment.
- Maintenance & Support: Proven experience in delivering preventative maintenance and providing both on-site and remote support.
- Documentation: Strong written and verbal communication skills for creating clear technical documentation and knowledge articles.
- Adaptability: Ability to deploy across different sites in the Middle East and support critical incidents as required.
- Team Collaboration: Ability to work collaboratively with internal teams and customer stakeholders.
- Certifications: Relevant certifications in IT systems, networks, or asset management are a plus.
Additional Information:
- Rotating On-Call Support: This role involves participation in a rotating on-call schedule for emergency support.
- Travel: Frequent site visits required across the Middle East.
If you are passionate about cutting-edge technologies and have a proven track record in system support and maintenance, we invite you to apply and join our dynamic team, driving innovation in the field of integrated security systems.
