Technician, Global NOC

SES Space & Defense•Stafford, VA

11d•Onsite

About The Position

The Technician, Global NOSC manages, monitors and maintains communications equipment, performance of the communications networks and resolves remote user and hub problems as required as well as manages and executes activations, transitions and restoration of services. Escalate technical issues to Senior Technician, Global NOC when access or communications issues cannot be resolved.

Requirements

A minimum of 3-5 years’ technical experience working in Networking, IT, or satellite telecommunications fields
Experience with satellite communications equipment, microwave systems, radio systems, antenna tracking systems or fiber optic systems
Ability to troubleshoot satellite/data problems remotely, over the phone, or via e-mail
Ability to work well in a (24/7/365) shift environment
Ability to prioritize, isolate problems/return communications to operational status
Requires carrying a cell phone 24/7 and responding to business requirements
Excellent customer service and interpersonal skills
Able to work independently and must possess excellent multi-tasking skills
Familiar with the Return Materials Authorization process
Ability to sit for long periods of time in front of a computer
Excellent communication skills (both oral and written)
Demonstrated working knowledge of MS office and Visio
Candidate must have or have the ability to obtain and hold a DOD Secret clearance required

Nice To Haves

Military experience as a satellite operator is a plus
Satellite Earth station and Teleport experience is a plus

Responsibilities

Works with customers to troubleshoot and restore remote access problems and maintains a high level of satellite communications for our customers and assists with any transmission inquiries, problems, involving a broad range of satellite communications and network services
Helps end users access the satellite
Isolates and restores service to customer networks
Achieves a high rate of problem resolution/trouble closure on initial call
Provides network support and escalates technical issues to Senior Technician, Global NOC when access or communications issues cannot be resolved
Provides real-time status on MEO/GEO communications network traffic
Gathers load and demand information, allowing SES SD to continuously optimize network performance and ensure quality of service/reliability to customers
Provides guidance and direction for Field Service Representatives (FSRs) in troubleshooting complex satellite communication networks
Manages and monitors, performance of the communications networks and resolves remote user and hub problems as required, as well as manages and executes activations, transitions and restoration of services
Performs system troubleshooting, log retrieval via remote connections
Performs all tasks and duties required to successfully capture and facilitate the reporting processes for internal and external interfaces per defined standards
Keeps customers informed regarding communication restoration by providing regular updates until problems are resolved and service is restored
Meets and/or exceeds the requirements specified in Service Level Agreements
Monitors customers transmitted satellite carriers ensuring they are within parameters
As required, schedules vendor access to remote locations for repair and maintenance
Maintains records of maintenance and repairs of customer networks
Other duties as assigned