Technician, Network Operations
3 weeks ago
**Equal Opportunity/Affirmative Action Employer including Vets and Disabled**
**Your role in helping us shape the future**:
Join a team of technical professionals and utilize your talent to serve as the initial customer contact for marquee full-time managed video services in a 24*7 environment, support the resolution of highly complex discrepancies and/or quality of service issues and initiate restoral procedures when necessary. Utilize your skills and expertise to provide critical real-time monitoring and control to marquee customers, including technical direction for service issues, and conduct routine video monitoring and system status checks to provide the highest levels of service quality
**Are you up to the challenge?**
- Interface and coordinate troubleshooting efforts with other company and partner facilities to resolve service disruptions
- Utilize tools to interpret alarm-based monitoring and IP based networks
- Timely identify, update and escalate service issues as needed to determine alternate routing, emergency restoral procedures and resolve of service discrepancies
- Participate in routine daily operational activities and alarm monitoring, with the goal of eliminating/mitigating any operational impact to customers
- Monitor full-time managed Media services as well as teleport RF based uplink and downlink equipment, and associated ground systems
- Perform troubleshooting for all full-time services while consistently following established processes and procedures
- Assist with the monitoring and execution all maintenance coordination activities, including troubleshooting Platform and IP routing as necessary
- Work closely with customers to maintain all service level agreements and resolve any RF, teleport and managed service trouble issues
- Create and review trouble tickets for all full-time services, alarming events or circuit events to ensure accurate documentation is maintained and all follow up actions are completed
- Escalate and report on service issue corrective measures to the Management team
- Participate in the on-boarding of new systems and assist with service activation and deactivations activities
- Collaborate with Intelsat support groups and/or premier customer Engineers to integrate new services into the existing operational Intelsat product line
- Under supervision, initiate emergency restoral procedures and determine alternate routing of services provided by Teleport Operations for Intelsat owned teleports and 3rd party partner teleports
- Contribute to the support of projects that are presented 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 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 to interpret and troubleshoot IP signals while working closely with customers to maintain all service level agreements
- Ensure full awareness of all maintenance activities, including troubleshooting video and IP routing as necessary
- Collaborate with Intelsat support groups and/or premier customer engineers to support new and existing services
- Provide input to training materials, processes and procedures
- Escalate and report on service issue corrective measures to the Management team
**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 always
- Provide input for tools, training programs, processes, and procedures
- Perform other duties as assigned by supervisors and management
- Be highly capable of following company guidelines in making independent decisions under stressful conditions in a multi-tasking work environment
**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
- 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 situational awareness and take initiative to address both customer issues as well as departmental inefficiencies with some supervision
- Good computer skills and the ability to read and understand operational manuals for various test and/or measurement equipment
**It would be nice if you had**:
- Knowledge of Intelsat offered products and s
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