Technician, RF Operations

ROLE DESCRIPTION SUMMARY

As a NOC Technician, you will work in a 24/7 environment providing technical expertise for Radio Frequency (RF) issues, service performance issues, Occasional Use (OU), full-time managed services and special events. In this position you will offer troubleshooting support and analysis for resolution of service issues.  You will be responsible for monitoring, validating and reporting issues affecting our databases and tools. In this role, you will support the integration of new technologies, follow operational procedures, utilize training material and contribute towards departmental projects. You will consistently collaborate to support team/peer leaders and focus on professional development. The role is focused on supporting the SES customer base. This role also requires a candidate with written and verbal fluency in Portuguese, English and Spanish.

PRIMARY RESPONSIBILITIES

• Support customer calls and requests in Portuguese, English and Spanish.
• Contribute toward and demonstrate a high level of teamwork.
• Participate in tool development input to improve customer service delivery.
• Assist peer team leaders with service documentation and departmental documentation.
• Provide operational support with a timely and professional response to customer calls, emails and any SES-approved communications application.
• Participate in routine operational activities, on-boarding of new systems, and alarm monitoring to mitigate customer impact.
• Assist with tracking and executing maintenance activities.
• Utilize tools and demonstrate general proficiency to troubleshoot RF service issues.
• Act as the primary contact for service issue resolution support of RF service issues and a point of escalation for other operations teams.
• Assist in identifying, updating, and escalating service issues to determine alternate routing, emergency restoral, and timely resolution of service discrepancies.
• Collaborate with SES support groups and/or customer engineers to activate new services.
• Create and review tickets for RF interference or service issues to ensure accurate documentation and completion of follow-up actions.
• Escalate and report service issues, corrective measures, and next steps to the management team.

COMPETENCIES

• Demonstrating core company behavioral competencies, including adaptability, critical thinking, openness, and a positive attitude.
• Serving as a culture champion with experience fostering inclusive work environments and embracing diverse thinking and styles.
• Contributing to a customer-oriented culture and promoting a quality work environment.
• Displaying great verbal and written communication skills.
• Assisting in the development of tools, training programs, processes, and procedures.
• Performing other duties as assigned by peer leaders and management.
• Collaborating with peers and other SES teams to provide a great customer experience.
• Familiarization with SES offered products and services.

QUALIFICATIONS & EXPERIENCE

• Associate’s degree or technical school diploma or at least two years of relevant experience in a teleport, network operations, or broadcast environment (or an equivalent combination of education and experience).
• Working knowledge of satellite, fiber, data, and/or broadcast related equipment.
• General knowledge of video broadcast technology and digital compression desired.
• Must be able to work 24x7 rotating shifts.
• Must be able to make decisions and collaborate in a high pressure, fast-paced environment.
• Must be able to convey complex technical issues to individuals of varying skill levels.
• Must consistently display good teamwork, organizational, and interpersonal skills, with the ability to work comfortably with customers and co-workers who speak English as a second language.
• Must consistently display situational awareness and take initiative to address both customer issues as well as departmental inefficiencies with some supervision.
• Must have effective computer skills and the ability to read and understand operational manuals.

OTHER KEY REQUIREMENTS

• Job requires ability to sit for long periods of time.
• Employee must be able and willing to work in a 24 hour shift environment, with work on nights, weekends and holidays.