Technician, Managed Media Operations Center

primary responsibilities / key result areas

• Collaborate with team members to support operational services and ensure seamless service delivery.
• Contribute to projects and present findings or updates to management.

• Serve as the primary point of contact for managed service customers, resolving discrepancies, technical issues, and coordinating Special Events or similar types of ‑services.
• Identify, update, track, and escalate service issues as necessary to support alternate routing, emergency restoral, and rapid service resolution.
• Perform service alarm monitoring to prevent or minimize customer impact and uphold SLAs.
• Create, review, and maintain accurate managed service trouble tickets for operational discrepancies, circuit events, and service events.
• Provide timely triage support, respond to calls, Teams messages and emails.
• Maintain awareness of all maintenance activities, including troubleshooting video and IP routing as required.
• Collaborate with internal support groups and customer engineers to transition, integrate, and onboard new services into the existing operational environment.
• Assist in developing training materials, process documentation, and operational procedures.
• Escalate corrective actions and provide service issue updates to management.

competencies

• Teamwork, organizational, and interpersonal skills, including experience working with individuals who speak English as a second language.
• Ability to convey technical information to both technical and non‑technical audiences.
• Situational awareness with initiative to resolve customer issues with minimal supervision.
• Decision making‑ skills under stressful operational conditions.
• Technical documentation, ticketing, and communication skills.

Qualifications & Experience

• Minimum 1 year of working knowledge in fiber, data, and/or broadcast theory and related equipment.
• Availability for 24×7 rotating shifts, including holidays.
• Ability to independently make sound decisions in high pressure, multitasking environments.

• Knowledge of SES products and services.
• Experience working in a mixed vendor environment (Juniper, Evertz, Newtec, Cisco, Novelsat).
• Experience with satellite and RF theory and associated equipment.
• Knowledge of the ITIL framework.