Engineer, Network Operations (Platforms)

Your role in helping us shape the future:
Join an innovative team that is responsible for transforming the customer experience by creating and bringing to market new products and services based upon globalized connectivity without boundaries. We reach beyond the traditional satellite industry and the broader communications landscape. As part of the Intelsat vision, we will define new products with the performance, features, and flexibility required to open new profitable markets, drive new revenue streams and ensure the most reliable and secure communications globally. To accomplish our goal, we are looking for bold thinkers to fill this role and continue our legacy of innovation for decades to come. This position will be responsible for the technical expertise for the timely resolution of customer's service issues in VSAT platforms to support the 24x7 NOC. This individual is required to understand customer service design, SLA and customer expectations. This individual will be responsible for taking into account redundancy, availability, scalability, security, restoral options and customer impact when resolving customer issues.
Are you up to the challenge?

• Lead and participate in proactive service management and incident response for elimination and mitigation of operational impact to customers.
• Provide a timely and professional response to customer communications, perform detailed problem diagnosis on faulty systems, ensure service restoration or alternate service configurations and resolve network or platform problems.
• Utilize tools and demonstrate a high level of proficiency to assess and troubleshoot Network Boadband platforms (1 or more of the following: iDirect, Comtech, Gilat, Newtec) as well as IP and RF issues while working closely with customers to maintain all service level agreements.
• Provide key input and/or lead in the development of operational support of data and documentation pertaining to new or existing infrastructure, platforms or services, development of training materials, processes, procedures, skills assessments.
• Provide leadership of System support, Change Management and Quality oversight, and act as a Maintenance liaison with supporting teams
• Provide on-call support to the NOC regarding customer impacting or other service, network and tool related issues.
• Perform job responsibilities consistently and provide a high level of professional, quality customer service at all times.
• Produce and deliver training, training materials and input to tool improvement to ensure operational readiness and in areas requiring further knowledge development.
• Perform other duties as assigned by Senior Engineers, Principal Engineers, Supervisors and Management.

Can you drive these processes?

• Drive a customer-oriented culture, promote a quality work environment and provide a high level of professional, quality customer service at all times.
• Develop tools, training programs, processes and procedures.
• Participate and provide Operations with on-call support.
• Perform other duties as assigned by management.

You should definitely have:

• A Bachelors degree and a minimum of 3-5 years experience (or equivalent combination)
• Proficient knowledge of signal flow analysis and troubleshooting is required
• Must consistently display situational awareness and take initiative to address customer issues as well as departmental inefficiencies with little or no supervision.
• Ability to work in a fast-paced environment and be flexible to work on a variety of different tasks -- ability to work in a non-structured environment - must be a Team Player and a Leader
• Excellent ability to analyze problems, organize tasks and ensure a positive customer experience
• Must have VSAT network management experience (e.g. iDirect, Gilat, Newtec, Comtech, HNS platform)
• Must have experience with routers, switches and QOS/traffic engineering analysis
• Must have experience with creating service diagrams and documentation using Microsoft Visio and other MS Office tools
• General understanding of satellite communication ground station equipment including modems, converters, HPA, LNA, IFL and antenna systems is highly desirable
• General understanding of RF principals and experience with interference troubleshooting is highly desirable
• Experience in managing and troubleshooting Data communications using modern troubleshooting tools is desirable
• Be highly capable of following company guidelines in making independent decisions under stressful conditions in a multi-tasking work environment.
• The ability to convey complex technical issues equally to skilled and unskilled individuals.
• Consistently display good team working, organizational and interpersonal skills, with the ability to work

comfortably with customers and co-workers who speak English as a second language.

• Consistently display excellent situational awareness and take initiative to address both customer issues as well as departmental inefficiencies with little to no supervision.
• Adept with computing and the ability to read and understand operational manuals for various test and/or measurement equipment.
• Be highly capable of following company guidelines in making independent decisions under stressful conditions in a multi-tasking work environment.
• The ability to convey complex technical issues equally to skilled and unskilled individuals.
• Adeptness in team working, organizational and interpersonal skills, with the ability to work

comfortably with customers and co-workers who speak English as a second language.

• Influence others in the adoption of behaviors related to enterprise leadership, customer focus, collaboration and change agility

It would be nice if you had:

• Cisco, iDirect IOM Certifications are preferable for this position (i.e. CCNA and/or equivalent in RF, VSAT systems and applications
• Linux Command Line Knowledge
• Experience operating in a mixed network environment (Juniper & Cisco)

What it's like to work with us:
Intelsat is connecting the world and transforming the satellite landscape by reaching beyond the traditional satellite industry. We are defining new products that will open new, profitable markets. To help us reach this goal, you should be a bold thinker who will perform a key role in shaping Intelsat innovation for years to come.

• We emphasize personal and professional growth
• Awesome benefits including DTO, medical, tuition reimbursement, and training
• Fun, diverse, and inclusive culture
• Flexible work arrangements, including hybrid work policy of 3 days per week in office

Other Job Info:

• These statements are intended to describe the general nature and level of work being performed by employees assigned to this job. This is not intended to be an exhaustive list of all responsibilities, duties, and skills required of employees assigned to this job.
• Job requires ability to sit for long periods of time