SATCOM Field Service Representative

Job title:

SATCOM Field Service Representative

Department:

Network Innovations US Government (NIUSG)

Location:

OCONUS/CONUS (75%/25% approximate split)

JOB DESCRIPTION

Reports to: Technical Operations Manager: When assigned to field operations

Network Operations Center (NOC) Manager: When conducting NOC operations

Job purpose:

The Satellite Communication (SATCOM) Field Service Representative (FSR) operates, maintains, and manages worldwide satellite communications equipment & networks for NIUSG customers. FSR’s are responsible for providing both onsite and remote technical support. Specific emphasis is placed upon the installation, repair, and maintenance of terrestrial systems, satellite earth stations, VSAT terminals, plus any additional satellite communication hardware sold and supported by NIUSG. Field operations are customarily located in stable and settled environments, and focus on communications and computer systems engineering methodologies. FSR’s will additionally focus on providing Tier 1 satellite and network operations support, including monitoring and configuring global satellite communications networks in support of forward deployed satellite earth terminals and embedded network communications equipment.

Duties and responsibilities:

• Assist in the capability development of various satellite communication technologies through analysis of all layers of the OSI network model (Physical to Application)
• Perform Site Surveys as required to determine optimal conditions for terminal installations
• Oversee necessary upgrades (software/hardware) regarding telecommunication, digital communication, and LAN communication systems
• Support communication system installation/initialization at startup customer site
• Prepare system installation process documentation
• Ensure customer satisfaction is achieved
• Maintain inventory of all equipment
• Implement strategic and tactical satellite communications systems
• Communicate and coordinate network maintenance, operational status, and maintenance periods to end users and colleagues
• Analyze and resolve end user remote terminal issues in a timely and accurate manner
• Provide end-user training when required
• Continuously monitor network performance to provide customers with real time feedback
• Remotely troubleshoot VSAT systems via software tools
• Resolve customer issues related to broadband IP communication via satellite transmission
• Prepare reports on network utilization, performance and activity as required
• Open and track trouble tickets via internal software tools as required to resolve network or remote terminal issues
• Respond to client trouble calls, on a basic and intermediate level, to analyze, diagnose and resolve the problem
• Monitor and test satellite network performance and provide satellite network performance statistics and reports
• Coordinate with end users and technical staff to implement and maintain systems that utilize industry best practices to meet business objective while maintaining the security and integrity of the data, system and network
• Generate metrics, project status reports and operating status reports for customers, management and team members
• Provide guidance and training to less experienced personnel
• Provide service desk and technical support to users
• Isolate and correct network faults using network management tools
• Manage service restoration activities and track/update trouble ticketing system
• Provide testing and implementation support of software releases for deployed network equipment
• Analyze, troubleshoot and resolve product-related issues resulting from installation, software and hardware upgrades, configuration changes, equipment integration or testing
• Maintain timely and accurate helpdesk records using the ticket management system and master station logs
• Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations
• Accept ownership for new and challenging requests; exploring opportunities to add value to the team
• Protect organization’s value by preserving the confidentiality of information
• Support, communicate, reinforce and defend the mission, values and culture of the organization
• Work intimately with the NI NOC, vendors, and all partners with the intention of exceeding NIUSG customers’ requirements

Qualifications:

• A willingness to embrace and live the core values of Network Innovations
• Must be able to obtain and maintain a U.S. Secret level personnel clearance
• Extensive knowledge of military or commercial satellite communications is required
• Satellite communications industry and U.S. Government contracting experience are definite assets
• Electrical, Satellite Communications, Telecommunications Systems or related field with a equivalent 10 years of experience and/or military training
• Experience with SATCOM equipment, radio systems, RF Test Equipment (power meters, spectrum analyzers, multi-meters), basic electronic principles, and basic knowledge of networking equipment is required.
• Security+ certification preferred, including experience with LAN/WAN technologies, TCP/IP networking and routing, switching and VoIP/voice protocols
• Understanding of WAN Technologies and Routing Protocols as well as network services Problem Analysis skills are preferred
• Written and verbal communication skills required
• Time management and organizational skills as well as the ability to multi-task in a fast-paced environment
• Must be able to work 24 X 7 on call, being capable of following company guidelines in making independent decisions in a multi-tasking work environment.
• Personal Characteristics: problem solving, strategic thinking, results driven, customer focus, a team player who takes initiative
• Must be committed to self-development including lifelong learning
• Must consistently display good team working, organizational and interpersonal skills, with the ability to work comfortably with customers and co-workers
• Must be able to convey complex technical issues to skilled and unskilled individuals.

Working conditions:

• The incumbent must be available 24/7 x 365, within reason, and must strive to advance the team and the overall organization.
• There may be occasions to be ‘in the field’ where harsh or dangerous physical conditions may be experienced.
• While providing as much advanced notice to the FSR of upcoming travel is always intended, there will be times when short notice travel requirements to support emerging customer needs and real world events will be communicated.
• Travel is required (up to 75%) both CONUS and OCONUS for onsite support and installation.
• While not in the field, the FSR position will operate in the company offices located in Frederick, MD. FSR’s routinely utilize standard office equipment and software, and are expected to conduct themselves in a professional manner.
• Maintain up-to-date travel documentation for movement at short notice
• Training will be conducted primarily on site in the office complex located in Frederick, MD.

Physical requirements:

• Able to transport or lift tools and/or equipment weighing up to 100lbs, while wearing body armor for extended periods of time when required, weighing up to 50lbs
• An ability to travel extensively and on a global basis. A valid passport without restrictions.
• Travel to dangerous, hostile or combat militarized zones embedding with military forces for extended periods of time; days, weeks, and months
• Emergent Requirements Support: 24/7 operations, in support of emergent requirements responding to world events
• Continued employment contingent upon employee’s ability to pass and maintain a FULL CONUS Readiness Course (CRC) certification without waiver within 90 days of employment

Disclaimer Statement: This job description lists the essential functions of the position and is not intended to include every job duty and responsibility specific to a position. An employee may be required to perform other related duties not listed above provided that such duties are characteristic of that classification.