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Senior Field Services Representative

3 months ago

Fairbanks, United States DRS Global Full time

SES Space & Defense is a trusted partner ensuring mission success for our customers by blanketing the globe with multi orbit end to end satellite and technology solutions which provide reliable, secure, and high bandwidth connectivity. We strive to be the only solution when success is critical, and we will take care of our employees because we recognize they are our competitive advantage.The SES S&D Team, along with our customers and partners, will achieve success through integrity, honor, and commitment.

Senior Field Service Representative

Onsite in Fairbanks, AK

Summary

SES Space & Defense (SES S&D)lineofbusinessoperatesaField Service Representative (FSR) Officefrom Fairbanks, Alaska.Each member of the SES S&D team plays anintegral part with incident management while proactively managingaAlaska and Southern California (SOCAL) regional networks 24x7x365.The FSR team must maintain a broad knowledge and understanding of user technology products and services.Thesefunctionsinclude IT Support Levels (Tiers) as defined by ITILv4 as Level 2/Tier 2and Level 3/Tier 3functions.The Alaska/SOCAL Field ServiceTechnician willexecutein-depth technical supportfunctions onmultiple complex end-to-end regional networks in Alaska and SOCAL comprised of shared satellite teleports, commercial gateways, data centers, terrestrial fiber circuits, and terrestrialmicrowave radios utilizingticketing, and networkmonitoringtools.SESS&Doperatesitsown regional Alaska/SOCAL MPLSNetworksupporting the safe transport of our customers data.The Alaska/SOCAL Field Service Technician will be requiredto monitor the network to find anomalies, conduct installs, on-site touch maintenance, and resolve issues prior to or after service interruption and provide solutions to problems that cannot be managed by Tier 1/2 Technicians in the Global Network Operations Center and escalate support to the highest technical resources available until resolved and services are restored.



Primary & Essential Accountabilities

  • Activate remote satellite terminals and access satellites by conducting Peak and Pol alignment (LEO/MEO/GEO) to ensure proper operation of satellite terminal.
  • Experience with Frequency Spectrum Management
  • Familiar with the Global Network Operations Security Center Satellite Access Request Process
  • Plan communications networks by operational regions in Alaska and Southern California
  • Monitor satellite links at various teleports, terrestrial fiber, and microwave LOS networks.
  • Provide option files and configurations files for multiple networks and network interface devices.
  • Ability to transmit and receive required documentation, outage notifications, link budgets, and tripreports
  • Conduct preventive maintenance on theAlaska and SOCAL networks at various remote sites, data centers, teleports, and coordinate with local exchange carriers.
  • Attend and achieve competent climber and rescue climber certification required for MW Towerwork
  • Disseminate information regarding planned maintenance performed by terrestrial vendors and commercial teleports, report status and monitor usage for the security of our customers data.
  • Analyze, troubleshoot, and resolve product-related issues resulting from installation, software and hardware upgrades, configuration changes, and equipment integration or testing.
  • Close related trouble tickets for all the above functions.
  • Develop, implement, and maintain policies and procedures as related to each customer/end user.
  • Respond to emergency network outages in accordance with business continuity, service level agreements, and disaster recovery plans.
  • Work with various internal engineering teams to store and update technical documentation.
  • Field after- hours IT calls and reset passwords for authorized users and assist with resolving customer distance learning and telemedicine issues.
  • Protect organization's value by preserving the confidentiality of information.
  • Adhere to all prescribed security policies to
  • Operate in remote regions from home/hotel environment during emergency situations supporting rural communities in Alaska and Southern California.
  • Install, operate, and maintain VSAT terminals and microwave radio LOS links. This includes but is not limited to radio/antenna maintenance andinstallation
  • Required to travel by small aircraft, snow machine, boats, and or ATV's.
  • Work will require overnight stays in remote locations, including mountain tops and small villages.
  • Escalation of support to Field Services requires work outside of normal operating hours and may include work on weekends whennecessary
  • Perform other duties asassigned



Qualification Requirements

  • High School Diploma experience in wireless communication, network engineering, or related field work with atleast two years progressively complex network systems or equivalent combination of education/training and experience.
  • A + certification or ability to obtain within 180 days of hire.
  • Network + certification or ability to obtain within 365 days of hire.
  • Proven experience and expertise in satellite and network troubleshooting exhibiting strong analytical andproblem-solving skills.
  • Strong verbal, written and interpersonal communication skills with ability to work independently or in a teamenvironment with end users and all levels of
  • Candidate must have experience managing and supportingiDirectremote terminals, TCP/IP traffic to include generalnetworking concepts and SATCOM/RF concepts.
  • Knowledge of current IT systems/platforms, operating systems, applications, and security methods.
  • Ability to guide and mentor newly hired technicians and provide continualprocess



Preferred Qualification

  • Active U.S.Government Department of Defense (DoD) security clearance with the ability to obtain and maintain minimum SECRET clearance level
  • PriorSATCOM remote terminal and MW Towerexperiencepreferred
  • iDirectTDMA,IPoS, A+, and Net+ certificationsexperiencepreferred
  • Knowledgeable of MicrosoftOfficesuite and applications
  • IProutingand switchingrelatedexperienceinareasofJuniperorCisconetwork interfacetechnologies
  • Useofvarious troubleticketingsystemslike,Science LogicSL1,ServiceNowetc.
  • UseofspectrummonitoringtoolssuchasSatMonics,etc.
  • UseofnetworkmonitoringtoolssuchasWhatsUp Gold,SolarWindsetc.

SES Space & Defense is an Equal Opportunity and Affirmative Action Employer. SES Space & Defense is committed to workplace diversity, equity & inclusion. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability, or any other characteristic protected by local, state, or federal law.#LI-Onsite #LI-DR1