Technician, Network Operations - Media

Your role in helping us shape the future:
As a NOC Technician, you will provide technical support of our media full-time managed services, and network operations functions related to troubleshooting in a 24x7 environment. This technician will also need to ensure that proper escalation procedures are followed, resolution of customer service issues are focused on to ensure 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. In this role, you will assist in the development of operational procedures; training material and contribute to significant departmental projects.
Are you up to the challenge?

• Work as a team in support of our services.
• Contribute to and support projects with capability to present to management.
• Act as the primary contact for managed service customers for resolution of discrepancies and technical issues, and coordination of special events and services.
• Identify, update and escalate service issues as needed to determine alternate routing, emergency restoral and timely resolution of service discrepancies.
• Proactive service alarm monitoring to eliminate / mitigate any operational impact to customers.
• 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.
• Utilize tools and demonstrate expert level proficiency to interpret and troubleshoot IP signals while working closely with customers to maintain all service level agreements.
• Consistently display self-initiative to provide operational support and timely response of phone calls and emails through the triage process, perform emergency restoral procedures and determine alternate routing of services in coordination with Teleport Operations for Intelsat owned teleports and 3rd party partner teleports. Additional duties could include but not limited to; customer accesses, carrier measurements, peak/pols and internal/external customer notifications.
• Have awareness and perform tracking and execution of all maintenance activities, including troubleshooting video and IP routing as necessary.
• Collaborate with Intelsat support groups and/or premier customer engineers to participate in transition activities, integrate and oversee the onboarding of new services into the existing operational Intelsat product line.
• Assist in the development of training materials, processes and procedures.
• Escalate and report on service issue corrective measures to the Management team.

You should definitely have:

• A minimum of 1 year of comprehensive working knowledge of fiber, data and/or broadcast related theory and equipment.
• Ability for 24 X 7 rotating shifts, including holidays.
• 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 minimal supervision.
• Good computer skills and the ability to read and understand operational manuals for various test and/or measurement equipment
• This role is subject to ITAR; candidates must be a US Person (this includes US Citizen, Permanent Resident or Protected Individual such as an asylee or refugee).

It would be nice if you had:

• Knowledge of Intelsat offered products and services.
• Experience operating in a mixed vendor environment for service delivery (Juniper, Everts, Newtec, ECI (XDM), Cisco)
• A minimum of 2 years of comprehensive working knowledge of satellite, and RF related theory and equipment

What it's like to work with us:
Intelsat is connecting the world and transforming the satellite and inflight connectivity landscape by reaching beyond the traditional satellite industry. We are defining new products that will open new, profitable markets. We connect the aviation industry and air travelers with innovative technology and applications, and we do it all in a high-energy environment that welcomes the next challenge. 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 PTO, medical, tuition reimbursement, and training
• Flexible work arrangements
• Fun, diverse, and inclusive culture

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