NOC Intern

Company Overview:

Satcom Direct (SD) provides global connectivity solutions for business and general aviation, military, government, and land mobile services. Since 1997, SD has worked to solve the unsolvable and advance the technology of connectivity through our industry-leading hardware and flight operations software. Our company culture is based on innovation and creativity which allows our team members to thrive in a dynamic atmosphere. We are looking for people who are passionate about customer satisfaction and who excel in a constantly changing environment.

SD is centrally located on the beautiful Space Coast in Viera, FL, which is one of the Top 50 Master-Planned Communities in the United States.

JOB SUMMARY:

The NOC Intern will work with our NOC team to perform various duties related to the NOC and customer support, The successful candidate will be responsible for answering incoming phone calls, answering questions posed by the caller, and/or transferring the call to an appropriate NOC team member. In addition this person will open incident tickets and assign to the appropriate team member and assist with resolving incidents.

ESSENTIAL DUTIES/RESPONSIBILITIES:

• Answers technical customer support calls. Asks clarifying questions and listens to customers in order to understand their needs, requests, or problems.
• Opens, assigns, updates, and closes tickets in multiple incident management software systems.
• Communicates with customers on ticket progress and places follow-up calls once the incident is resolved.
• Maintains daily awareness of system network issues and updates team knowledge base.
• Adds comments and ticket numbers in multiple Network Management Systems.
• Sends outage and event notifications to stakeholders.
• Sends reactive maintenance schedules to Supervisors.
• Demonstrates commitment to and compliance with all company and departmental policies, procedures and practices.

BASIC QUALIFICATIONS, KNOWLEDGE, AND SKILLS:

• Self-Disciplined, Versatile, and Coachable
• Ability to maintain a high level of integrity and discretion in the management of sensitive and confidential information
• Excellent oral and written communications, as well as the ability to interact effectively and professionally
• Ability to work well in a team environment
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook). Computer software and program skills for (or to learn) Computerized Maintenance, Scheduling/Dispatch, etc.

EDUCATION/EXPERIENCE:

• Current undergraduate student pursuing BS/MS in Aviation related studies or Business Management or other related program
• Preferred to be in senior year or postgraduate
• GPA minimum 3.5

PHYSICAL DEMANDS:

While performing general office duties for this position, the employee is regularly required to sit, stand and/or walk around (including the use of stairs). Other demands include the ability to openly communicate with others by talking, listening and reading, able to lift light to heavy objects (50+lbs), and use standard office equipment such as computer, printer, phone and cell phone. In addition, there is an occasional need to bend, twist or stoop in order to open/close cabinets, reach for files or other standard office type objects.

WORK ENVIRONMENT:

The office environment is generally quiet and, in a temperature, controlled setting with random adjustments in noise or temperature due to others talking or laughing loudly, unscheduled maintenance repairs to the building or its interior offices or unpredictable situations due to weather or other acts beyond company control. Duties will also be performed in an aviation hangar which is susceptible to much larger changes in environment such as temperature and noise level. Proper Protective Equipment (PPE) will be provided as needed and must be used properly. An employee must be willing to work their regularly assigned work schedule for their particular duties and/or job responsibilities and in times of need, be able to work an extended schedule depending on company/department needs, project requirements or customer demands. While at client site locations, if applicable, employee will be required to adhere to the proper safety precautions established by the client while in proximity to their work area, flight-line or maintenance repair center; work may require some physical effort in the handling of light materials, boxes or equipment. The temperature at client locations can vary from controlled to variations off hot/cold when working, standing or walking in or near the flight-line or maintenance repair center.

If you are interested in applying for employment and need special assistance or an accommodation to apply for a posted position, contact our Human Resources department at (321) 777-3000

Satcom Direct is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status, and will not be discriminated against on the basis of disability.

In compliance with Colorado's Equal Pay for Equal Work Act, the salary range for this role in Colorado is $20-$25/hr. This is not a guarantee of compensation or salary, as final offer amount may vary based on factors including but not limited to experience and geographic location. SD also offers a variety of benefits including: health and disability insurance, 401(k) match, flexible spending accounts, EAP, education assistance, parental leave, paid time off, and company-paid holidays. The specific programs and options available to an employee may vary depending on date of hire, experience level and location.