Network Operations Center Engineer
1 month ago
*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)
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