NOC Specialist

Inmarsat Government is a wholly-owned subsidiary of Viasat, Inc., responsible for the organization's leadership position in the U.S. government market. It is headquartered in Reston, VA, with network assets and operations around the globe. Inmarsat Government provides its services and products in accordance with a system that is registered to ISO 9001:2015. Inmarsat Government, a Viasat, company continues to deliver the world's most advanced global, mobile satellite communication services to U.S. defense, intelligence, homeland security, public safety and civilian agencies, with highly reliable, secure and affordable connectivity.

Built with government users in mind, Inmarsat Government solutions provide resilient, flexible capabilities to complement government satellite resources, anytime, anywhere. Leveraging an industry-leading scalable, multi-band network infrastructure, Inmarsat Government offers a suite of managed network services and end-to-end communication solutions to support users on land, at sea and in the air, even in the world's most remote regions.

Primary Purpose of the Position:

The NOC Specialist ensures network availability and service integrity by leveraging the tools and resources in the Network Operations Security Center (NOSC). This encompasses device commissioning and activations, network monitoring, fault detection, isolation, resolution, central problem dissemination, and problem tracking, for all facets of IP, VoIP, and RF satellite hardware and services (data, voice, and video). In addition, this position is responsible for Inmarsat Government high profile customers' service activations and supporting customer ad-hoc missions globally.  The NOC Specialist's activities are performed on-site, during shift environment, and is considered essential in nature.

This position requires the staff member to perform regular network and satellite operations and to respond to operational anomalies arising in the satellite or ground control system.  These situations may have severe financial effects for Inmarsat and the operation of Inmarsat telecommunications services globally. The NOC Specialist is expected to exercise all operations in a professional and disciplined manner, executing routine procedures to the letter.

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The NOC Specialist is an essential role in maintaining the performance, reliability, and integrity of the Network Operations Center, by proactively monitoring networks, resolving issues, and supporting customer missions.  The NOC Specialist ensures the highest standards of service delivery. This role is critical to building customer trust, supporting operational readiness, and safeguarding mission success. 

Key Responsibilities of The Position:

• Perform proactive terrestrial and RF network event monitoring, reactive trouble management support, fault isolations, diagnostics and repair.
• Manage service restoration activities by working with service providers, vendors and tracking trouble ticketing system.
• Utilize integrated network administration tools in the daily operation of the NOSC.
• Utilize NOSC Network Management System, Trouble Management manuals, procedures and training material.
• Support all network moves, adds and changes to include new commissioning, activations, upgrades, deactivations, and decommissionings of customer remote sites.
• Ensure all problem reports and NOSC activities are documented within the designated trouble ticketing system.
• Provide in-depth technical information and guidance to internal and external customers.
• Provide direction and field support on RF and IP issues associated with customer field equipment via phone and e-mail.
• Perform internal and external technical and management escalation to appropriate department, executive and/or customer personnel.
• Meet or exceed call management performance goals and objectives for the position including First Call Resolution Rate, Average Speed to Answer, and Abandoned Call Rate.
• Generate, document, analyze, and report network operating metrics including fault management and performance management statistics.
• Assist in special projects as needed, with the flexibility to change focus as necessary.

Skills and Knowledge:

• Demonstrated Level I and Level II RF and IP troubleshooting and problem-solving skills.
• Ability to establish and maintain a high level of customer trust and confidence as a knowledge expert.
• Technical and non-technical, oral and written, communication and escalation skills.
• Familiar with Windows Domain, Active Directory, DNS, Telnet, DHCP, FTP, and SSL.
• Thorough knowledge and understanding of TCP/IP network technologies.
• Proficient with iDirect technology and tools.  Specifically, in the area of iDirect Network Management Systems iBuilder and iMonitor.  Working knowledge of alarms, warnings and performance data.
• Proficient with network monitoring tools, specifically SolarWinds and Hawkeye.  This includes knowledge of all alarms, warnings, events and conditions.
• Proficient with Trouble Ticketing tools, specifically ServiceNow.  Specific knowledge of ticket creation, modification and Advance Query knowledge.
• Proficient and knowledgeable in the area of VSAT theory of operations and hardware maintenance.  Specific knowledge on fixed and auto point antenna technology.
• Knowledgeable in the operations and troubleshooting of the Inmarsat Broadband Global Area Network (BGAN) family of satellite terminals.
• Working knowledge of the operations and troubleshooting of VoIP phone setup and configuration.
• Working knowledge of Teleport Earth Station Facilities.  Must have experience in working with vendor and understand teleport operation procedures.  Strong knowledge of teleport component architecture and theory of operation.  
• Working knowledge of terrestrial networks.  Must have experience with Multi-Protocol Label Switching (MPLS) networking, IP Security (IPSEC), Border Gateway Protocol (BGP), and Open Shortest Path First (OSPF) protocol.

Qualifications:

• Technical Education in Electronics, Telecommunication and/or Computing
• Recognized Certificate of Diploma from a Technical College 
• Minimum 3 years of experience in the area of Satellite Operations and Control Systems
• Excellent Interpersonal and Professional interaction skills
• Ability to perform independently or as part of a goal-oriented team 
• Experience with iDirect products, ServiceNow, SatMonics and SolarWinds
• Experience using Call Management tools and Trouble Ticketing systems to receive and log customer calls and track status
• Experience working in Team Environment 
• Ability to work various shift, including Nights
  
  

Required Security Clearance:

• Willingness/ability to obtain TS/SCI 

Inmarsat Government is an Equal Opportunity Employer