IP Network Engineer, Service Operations Support

Feb 22, 2019
Apr 11, 2019
Full Time



Your role in helping us shape the future:

As a collaborative member of the Engineering team, you will be responsible for the technical expertise for the timely resolution of service issues on our Optical and IP/MPLS networks to support the 24x7 NOC.  You will be required to understand customer service design, SLA and customer expectations and will be responsible for taking into account redundancy, availability, scalability, security, restoral options and customer impact when resolving customer issues.

Are you up to the challenge?

  • Lead and participate in proactive service management and incident response for elimination and mitigation of operational impact to customers
  • Provide a timely and professional response to customer communications, perform detailed problem diagnosis on faulty systems, ensure service restoration or alternate service configurations and resolve network or platform problems
  • Utilize tools and demonstrate a high level of proficiency to assess and troubleshoot IP/MPLS networks and Ethernet switching fabrics, as well as OTN/Optical, and SDH/PDH networks while working closely with customers to maintain all service level agreements.
  • Provide key input and/or lead in the development of operational support of data and documentation pertaining to new or existing infrastructure, platforms or services, development of training materials, processes, procedures, skills assessments
  • Provide leadership of System support, Change Management and Quality oversight, and act as a Maintenance liaison with supporting teams
  • Provide on-call support to the NOC regarding customer impact or other service, network  and tool issues
  • Provide Performance Monitoring of services. Utilize carrier management system tools and terrestrial management tools to provide network and usage analysis by monitoring network devices, video devices, teleport equipment and satellite carriers  
  • Coordinate technical dispatches to Intelsat Teleports and Commercial Points of Presence; Interface with vendors, 3rd party teleports, start and track RMA support for faulty equipment

Can you drive these processes?

  • Perform job responsibilities consistently and provide a high level of professional, quality customer service at all times.
  • Produce and deliver training, training materials and input to tool improvement to ensure operational readiness and in areas requiring further knowledge development.
  • Perform other duties as assigned by Senior Engineers, Supervisors and Management

You should definitely have:

  • Bachelors degree and a minimum of 3-5 years experience (or equivalent combination of education and experience)
  • Cisco Certified Network Associate (CCNA) or equivalent experience required
  • Proficient knowledge of traffic flow analysis and troubleshooting is required
  • Must consistently display situational awareness and take initiative to address customer issues as well as departmental inefficiencies with little supervision
  • Must have sound understanding and troubleshooting experience in routing and switching of IP/MPLS and Ethernet networks
  • Must have sound understanding and troubleshooting experience of EGP and IGP routing protocols such as MP-BGP, IS-IS, EIGRP, and OSPF
  • Must have sound understanding of MEF Carrier Ethernet concepts and the technologies and protocols required to support Metro Ethernet and VPN Services (VPLS, MPLS-TE, etc.)
  • Must have knowledge and experience with Cisco IOS(-XR) and JunOS operating systems
  • Must have experience with creating network and service diagrams and documentation using Microsoft Visio and other MS Office tools
  • Must have and consistently display 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

It would be nice if you had:

  • Juniper Networks Certification (JNCiS-SP or JNCIS-SP) desirable
  • General understanding of satellite communication ground station equipment including modems, converters, HPA, LNA, IFL and antenna systems
  • General understanding of RF principals and experience with interference troubleshooting is highly desirable
  • General understanding of OTN and SDH/SONET networks

What it's like to work with us:

Intelsat is connecting the world and transforming the satellite landscape by reaching beyond the traditional satellite industry. We are defining new products that will open new, profitable markets. To help us reach this goal, you should be a bold thinker who will perform a key role in shaping Intelsat innovation for years to come.

  • We emphasize personal and professional growth
  • Awesome benefits including PTO, medical, tuition reimbursement, and training
  • Fun, diverse, and inclusive culture

Other Job Info:

  • 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.


  • This role is subject to ITAR; candidates must be a US Person (this includes US Citizen, Permanent Resident or Protected Individual such as an asylee or refugee).
  • 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.

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