Technician, Network Operations Center

ROLE DESCRIPTION SUMMARY

Join a forward-thinking team dedicated to transforming customer experience by developing and launching innovative products and services that leverage global, boundary-free connectivity. We go beyond the traditional satellite industry and broader communications landscape to redefine what's possible.

Aligned with SES’s vision, we are shaping next-generation solutions that deliver the performance, features, and flexibility needed to unlock new markets, generate fresh revenue streams, and ensure secure, reliable communications worldwide. To achieve this, we’re seeking bold, visionary thinkers to help drive our legacy of innovation into the future.

As a NOC Technician, you will provide technical expertise and troubleshooting in support of our mixed vendor Satellite and IP based Broadband Platform network.  This technician will also need to ensure that proper escalation procedures are followed, and the resolution of customer service issues are focused on ensuring the highest level of customer service. This position is also responsible for receiving and replying to incoming calls, emails, and alarms, utilizing multiple tools and resources, to provide troubleshooting, analysis, routine monitoring and system status checks to identify and resolve service interruptions. You will also facilitate teamwork with the direct support of management and focus on professional development as a role model.

PRIMARY RESPONSIBILITIES / KEY RESULT AREAS

• Provide operational support and timely response of phone calls and emails through the triage process. Matters include but not limited to; customer terminal access, carrier measurements, peak/pols and compression test and internal/external customer notifications.
• Interface and coordinate troubleshooting efforts with other companies and partner facilities to resolve service disruptions.
• Utilize tools to interpret and troubleshoot basic RF and IP based networks.
• Timely identity, update and escalate service issues as needed to determine alternate routing, emergency restoral procedures and resolve of service discrepancies. 
• Respond in a timely manner to incoming customer calls / emails with professionalism.
• Participate in routine daily operational activities and alarm monitoring, with the goal of eliminating/mitigating any operational impact to customers.
• Monitor full-time managed services as well as teleport RF based Platform Hub equipment, and associated ground systems.
• Perform troubleshooting for all full-time services while consistently following established processes and procedures.
• Assist with the monitoring and execution of all maintenance coordination activities, including troubleshooting Platform and IP routing as necessary.
• Work closely with customers to maintain all service level agreements and resolve any RF, teleport and managed service trouble issues.
• Create and review trouble tickets for all full-time services, RF interference issues or circuit events to ensure accurate documentation is maintained and all follow up actions are completed.
• Escalate and report on service issue corrective measures to the Management team.
• Participate in the on-boarding of new systems and assist with satellite transition activities.
• Collaborate with SES support groups and/or premier customer Engineers to integrate new services into the existing operational SES product line.
• Under supervision, initiate emergency restoral procedures and determine alternate routes of services provided by Teleport Operations for SES owned teleports and 3rd party partner teleports

COMPETENCIES

• Drive a customer-oriented culture, promote a quality work environment, and provide a high level of professional, quality customer service always
• Create and review managed service trouble tickets for operational discrepancies, circuit, and service events to ensure accurate documentation is maintained and follow up actions are completed to improve performance and communication within the operational team.

• Provide input for tools, training programs, processes, and procedures

• Perform other duties as assigned by supervisors and management
• Be highly capable of following company guidelines in making independent decisions under stressful conditions in a multi-tasking work environment.

• Lead by example, promoting a high level of teamwork.
• Drive development of training materials, processes, and procedure
• Participate and provide Operations with on-call support.
• Escalate and report on service issue corrective measures to the Management team

QUALIFICATIONS & EXPERIENCE

• Bachelor’s degree with a minimum of 1–2 years of relevant experience, or an equivalent combination of education and experience.
• At least one year of comprehensive working knowledge of satellite, and RF related theory, Broadband IP based Platforms such as iDirect (Evolution/Velocity), Gilat Skyedge IIc, Newtec Dialog, HNS and Comtech Heights.
• Demonstrates consistent situational awareness and initiative in resolving customer issues
• Working knowledge of RF principles and experience in interference troubleshooting is a strong plus.
• Experience with modern data communications troubleshooting tools is preferred.
• Ability to make independent decisions under pressure while adhering to company guidelines in a multi-tasking environment.
• Capable of clearly communicating complex technical issues to both technical and non-technical audiences.
• Strong interpersonal and organizational skills, with the ability to work effectively with customers and colleagues who speak English as a second language.
• Technically adept and able to interpret operational manuals for various test and measurement equipment.
• Please note: This description outlines the general nature and level of work performed. It is not intended to be an exhaustive list of all responsibilities, duties, or skills required for the role.

OTHER KEY REQUIREMENTS / COMMENTS

• Experience working with Network Operation Centers is a plus
• Networking experience (CCNA, JNCIA, etc.), but not a requirement.
• Ability for 24 X 7 rotating shifts
• Linux Command Line Knowledge
• Experience operating in a mixed network environment (Juniper & Cisco)
• Hybrid work environment offering up to two days per week work from home (for eligible positions
• Wide range of benefits and perks to help you stay healthy, happy, and productive. These include paid leave programs, medical, tuition reimbursement, and retirement benefits, employee wellness offerings, and more!