Job Description

Your role in helping us shape the future:

As a NOC Senior Technician, you will provide leadership and high-level technical expertise and troubleshooting in support of our mixed vendor Satellite and IP based Broadband Platform networks. This technician will also ensure that proper escalation procedures are followed, and resolution of customer service incidents are prime focus 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 high-level troubleshooting, analysis, routine monitoring, and system status checks to identify and resolve, service interruptions. You will also foster teamwork in direct support of supervisors, mentor junior team members, and focus on professional development as a role model.

Are you up to the challenge?
• Lead by example, promoting a high level of teamwork.
• Coach, mentor, and train staff members.
• Lead team proactive service alarm monitoring to eliminate / mitigate any operational impact to customers.
• Exceed customer expectations as first level customer support.
• Identify, update, and escalate service issues as needed to determine alternate routing, emergency restoral and timely resolution of service discrepancies.
• Lead, develop and support projects with capability to present to internal and external leadership.
• Ability to organize and analyze large amounts of data with speed and accuracy using sound methodical judgement
• Constant drive to improve and challenge the status quo

Can you drive these processes?
• Perform job responsibilities consistently and always deliver a high level of professional quality customer service.
• Proactive network and service monitoring
• Participate and provide Operations with on-call support.
• Assign shift duties as necessary

You should definitely have:
• Associates degree (experience in lieu of a degree will be considered)
• A minimum of 3 years of comprehensive working knowledge of satellite, and RF related theory, Broadband IP based Platforms such as iDirect (Evolution/Velocity/Dialog), Gilat Skyedge II-c/IV, and Comtech Heights.
• Demonstrated skills using network management systems to monitor, construct, and control the operation of remote networks and terminals
• Highly capable of following company guidelines in making independent decisions under stressful conditions in a multi-tasking work environment.
• Excellent written and verbal communications skills necessary to manage high volume of technical inquiries
• Consistently display excellent
• Fluent in English.
• Basic knowledge of troubleshooting operations systems.

It would be nice if you had:
• Certifications such as CCNA, ITIL, and JNCIS
• Experience with ServiceNow
• Experience operating