Fault Report Centre, MMS and MCC Operator at ATNS

Introduction

• ATNS is seeking candidates to provide a professional, consistent and reliable customer care service for the ATNS Technical Support, including all VSAT-related support that is aligned to the overall ATNS vision and mission and to participate in the maintenance and configurations of the MMS.

Job description

• Provide an excellent and efficient Fault Reporting Service to all Stakeholders – Answering all incoming calls and related queries in a friendly and professional manner. If needed, forward calls to their respective destinations. Contacting stakeholders and outside parties, providing follow-up/progress feedback.Building sound relations with fellow staff members.
• Ensuring a supportive and motivated environment. Processing all administrative functions related to enquiries from clients/stakeholders. Contributing to the overall effectiveness of the Technical Service delivery – ensuring that all fault reports are effectively managed with respect to Stakeholder interests. Ensuring compliance with SLA’s.
• Capture all Fault Reports onto a Maintenance Management System (MMS) – Capturing all Stakeholder Fault Reporting on the MMS information system. Keeping track of the outstanding Fault Status continuously. Following up with all clients regarding progress or completion. Complying with SLA’s
• Technical Support Stores – Assisting with the management of Technical Support Stores and Stock Takes at all centres. Controlling the Spares Inventory of all equipment and systems and ensure that all new equipment spares are indeed entered onto the MMS database base registering items per serial number. Ensuring that all existing spares are serialised. Monitoring spares movements, including TATs when dispatched to workshops for repair
• SMCC Monitoring – Respond within 10 minutes to requests for beacon registration (Ad hoc).Supporting activities (availability of MEOLUT and MCC) within existing contract parameters (Ad hoc).Liaising with PNG and Solomon Islands regarding alerts.Ringing to confirm receipt of alert. Respond within 10 minutes on arrival of alerts (Ad hoc).
• Reading all incoming narrative messages (915, 925, 605); Send narratives for system information (e.g. LUT outage) and retransmit a specified message.  Requesting beacon information from Australian JRCC (on reading SIT 915 from external site) and send response.Responding to all alarms and warnings within 10 minutes(Ad hoc).
• Sending request for missing messages within 10 minutes(Ad hoc).Changing communication links to external destination within 10 minutes (Ad hoc).Responding to requests for alert data for a beacon from SPOCs on request within 15 minutes.Selectively suppressing or processing transmission of alert data for a particular beacon on request within 15 minutes.
• Monitoring national ground segment (MCC and MEOLUTs) continuously for 15 minutes.Performing daily QMS (including sending out relevant SIT messages, adjusting C/S website, suppressing data as required).Recording satellite manoeuvres as required (in response to SIT 605).
• Performing coverage analysis on request (ad hoc) within 10 minutes.Backuping ASMCC; Backup USMCC in response to the request.Adjust communications due to backups in the system in response to SIT 605 (from FMCC, SPMCC, JAMCC, CMC, USMCC, IDMCC, SIMCC or THMCC) within 10 minutes.Adjusting configuration in the system as required (e.g. add new MEOLUT, new MID code) Ad hoc within 7 days.
• Force TCAL (time calibration) and orbit vectors. Ad hoc within 1 day.Point of contact for SMCC operational matters.Data for offline queries of system behaviour (e.g. MEOLUT and MCC data for a specific beacon on a specific date). Includes data for the Cospas-Sarsat annual system test.Operation beacon testing (approve, organise, send relevant SIT 605) (Ad hoc).
• Conducting tests of system functionality (e.g. backup capability, secondary communications, DRF) (Ad hoc). Preparing annual system test report (using raw data provided by Kordia on request. Analysis of incidents (using raw data provided by Kordia on request). Performing continuous, real-time monitoring of the MGS infrastructure (servers, network, applications, interfaces). Detecting, diagnosing, and troubleshooting hardware, software, network, and data flow anomalies or failures
• General Administration – Comply with ATNS QMS, SACAA and ICAO recommendations and ATNS OH&S plan. Liaising with Peers, Technical Support staff, ATC, SADC and other clients/stakeholders. Becoming proficient in the “O” level software support of all Communications, Navigation and Surveillance systems and relevant Equipment within ATNS.
• Developing an understanding of and become proficient in RCMMS systems for the effective evaluation of system and equipment performance. Becoming conversant with the ATNS Air Traffic Service (ATS) and Technical Support (TS) operations and regulations. Knowledge of all other applicable ATNS Centre and Shift requirements. Knowledge of all other FIR equipment environments.
• Keeping up to date with changes in the TS environment. Taking cognizance of new trends in Customer Care Centres (FRC).Complying with station store procedures. Complying with the equipment LSP stores procedures. Leaving the company values

Minimum requirements

• Grade 12
• National Diploma or B-tech could be an advantage
• 2 years Help/Call desk related training and/or experience

Apply by: 3 November 2025