Technician, Network Operations Center Tier II
Equal Opportunity/Affirmative Action Employer including Vets and Disabled
No. Vacancies: 1.00
FLSA: Non Exempt
Department: 16711.Network Operations Center
Travel %: None
Education: High school or vocational school completed
Experience: At least 1 year of experience required
Equivalency: Equivalent combination of education & experience considered
Does this position have direct reports: No
Join an innovative team that is responsible for transforming the customer experience by creating and bringing to market new products and services based upon globalized connectivity without boundaries. We reach beyond the traditional satellite industry and the broader communications landscape. As part of the Intelsat vision, we will define new products with the performance, features, and flexibility required to open new profitable markets, drive new revenue streams and ensure the most reliable and secure communications globally. To accomplish our goal, we are looking for bold thinkers to fill this role and continue our legacy of innovation for decades to come.
As a NOC Technician, you will provide support for Radio Frequency (RF) interference events, full-time managed services and basic network operations functions related to basic troubleshooting and the resolution of customer service issues. This position is responsible for monitoring information on all sites, network infrastructure, and backhaul. You will conduct routine managed service and transport support through monitoring and system status checks to provide the highest levels of customer service. In addition, this role contributes to on- call support and 24/7 rotating shift coverage, as needed.
An Equal Opportunity Employer
Primary Responsibilities: These duties represent a general summary of the duties performed by incumbents assigned to this job title.
•Respond in a timely manner to incoming customer calls / emails with professionalism.
•Participate in routine daily operational activities and alarm monitoring, with the goal of eliminating/mitigating any operational impact to customers.
•Monitor full-time managed services as well as teleport RF/IF equipment, associated ground systems.
•Perform troubleshooting for all full-time services while consistently following established processes and procedures.
•Assist with the monitoring and execution all maintenance coordination activities, including troubleshooting video and IP routing as necessary.
•Work closely with customers to maintain all service level agreements and resolve any RF, teleport and managed service trouble issues.
•Create and review trouble tickets for all full-time services, RF interference issues or circuit events to ensure accurate documentation is maintained and all follow up actions are completed.
•Escalate and report on service issue corrective measures to the Supervisor and Management team.
•Under supervision, initiate emergency restoral procedures and determine alternate routing of services provided by Teleport Operations for Intelsat owned teleports and 3rd party partner teleports.
•Assist with User Acceptance Testing (UAT).
•Perform job responsibilities consistently and provide a high level of professional, quality customer service at all times.
•Provide input to improve tools and procedures.
•Participate and provide Operations with on-call support.
•Perform other duties as assigned by supervisors and management.
Require Skills and Abilities
•Must have high school diploma or vocational school graduate.
•At least one year of commercial experience in a broadcast and/or data environment, with three years preferred. An equivalent combination of education and experience will be considered in lieu of the stated minimum education and experience requirements.
•Current working knowledge of satellite, fiber, data and/or broadcast related equipment.
•Basic knowledge of video broadcast technology and digital compression desired.
•Cisco related certification is desirable.
•Must maintain a broad knowledge of Intelsat offered products and services.
•Must be able to work 7 X 24 rotating shifts, be capable of following company guidelines in making decisions under stressful conditions in a multi-tasking work environment.
•Must be able to convey basic technical issues equally to skilled and unskilled individuals.
•Must have good team working, organizational and interpersonal skills, with the ability to work comfortably with customers and co-workers who speak English as a second language.
•Must have basic computer skills and the ability to read and understand operational manuals for various test and/or measurement equipment.
- This position requires ITAR access; all candidates must be US Citizens or Permanent Residents.
- These statements are intended to describe the general nature and level of work being performed by employees assigned to this job. This is not intended to be an exhaustive list of all responsibilities, duties, and skills required of employees assigned to this job.
- Company description: Intelsat is the largest provider of fixed satellite services worldwide. We enable providers of media, telecom and government services to deliver information and entertainment to people at home, in the office or on the move. On a day-to-day basis, Intelsat supplies video, data and voice connectivity in approximately 200 countries and territories for approximately 1,800 customers, many of which Intelsat has had relationships with for over 30 years. Some of the world's leading media and communications companies, multinational corporations, Internet service providers and government/military organizations hallmark Intelsat's customer base. Customers access capacity through extensive service offerings, which include transponder services, hybrid managed services combining satellite capacity and terrestrial facilities, and channel services.