Network Operations Center Engineer

*Prior service US Military personnel with RF and/or SATCOM expertise are highly encouraged to apply**

*NO sub-vendor arrangements are permissible*

ROLE DESCRIPTION SUMMARY

As a [Global Support Engineer], you will be a customer-focused professional that provides leadership

and technical expertise in the support of customers and services. You are highly motivated,

disciplined, dedicated to making a positive difference, obsessed with customer success, driven to

provide an extraordinary customer experience, and willing to assist and help other team members

reach their highest potential.

PRIMARY RESPONSIBILITIES / KEY RESULT AREAS

? Provide exceptional customer support and serve as the main point-of-contact and facilitate all

communications between customers, vendors, internal and external fix agents necessary to

resolve highly technical issues

? Provide Level I technical support

? Monitor all satellite, ground and terrestrial network elements to assure mission critical traffic

and customer connections are operational with minimal degradation or outages as specified

in Service Level Agreements (SLA)

? Ensure all events are properly documented, escalated and reported. Initiate timely technical

and management escalation as required

? Ability to gather, organize, and analyze large amounts of data with speed and accuracy as

well as detect relationships and make decisions using sound methodical judgment

? Effective time management skills, takes initiative in the absence of direction and exercises

independent judgment without constant supervision

? Ability to multitask by managing, tracking, and resolving multiple issues simultaneously

? Excellent written, verbal and electronic communications skills necessary to manage the high

volume of telephone calls and email involving highly technical issues

COMPETENCIES

? Customer Service

? Multi-tasking/Time Management

? Oral and Written Communication

QUALIFICATIONS & EXPERIENCE

Required

? A.S. Degree in Telecommunications, Information Technology, or Engineering

? 1+ years of technical support experience in the satellite or wireless communications industry

? Must be able to work 12 hour rotating shifts that may include nights, weekends and holidays

? Proficiency in English required (proficiency in other languages is highly desirable

Preferred

? Juniper (JNCIA, JNCIS) or Cisco Certified Network Associate (CCNA) Certification

? Technical support experience in a networking operations environment

? Microsoft Applications Proficiency (Access, Excel, PowerPoint, Outlook, Visio, Word)

? Fundamental knowledge of Network Management Systems (Compass, Dataminer, EM7, HP

OpenView, Nagios, Netcool, SATNMS, ZenOSS)