SES Space & Defense is a trusted partner ensuring mission success for our customers by blanketing the globe with multi orbit end to end satellite and technology solutions which provide reliable, secure, and high bandwidth connectivity. We strive to be the only solution when success is critical, and we will take care of our employees because we recognize they are our competitive advantage. The SES S&D Team, along with our customers and partners, will achieve success through integrity, honor, and commitment.
The Technician, Global NOSC manages, monitors and maintains communications equipment, performance of the communications networks and resolves remote user and hub problems as required as well as manages and executes activations, transitions and restoration of services. Escalate technical issues to Senior Technician, Global NOC when access or communications issues cannot be resolved.
Primary Duties:
- The Technician, Global NOSC works with customers to troubleshoot and restore remote access problems and maintains a high level of satellite communications for our customers and assists with any transmission inquiries, problems, involving a broad range of satellite communications and network services
- Helps end users access the satellite
- Isolates and restores service to customer networks
- Achieves a high rate of problem resolution/trouble closure on initial call
- Provides network support and escalates technical issues to Senior Technician, Global NOC when access or communications issues cannot be resolved
- Provides real-time status on MEO/GEO communications network traffic
- Gathers load and demand information, allowing SES SD to continuously optimize network performance and ensure quality of service/reliability to customers
- Provides guidance and direction for Field Service Representatives (FSRs) in troubleshooting complex satellite communication networks
- Manages and monitors, performance of the communications networks and resolves remote user and hub problems as required, as well as manages and executes activations, transitions and restoration of services
- Performs system troubleshooting, log retrieval via remote connections
- Performs all tasks and duties required to successfully capture and facilitate the reporting processes for internal and external interfaces per defined standards
- Keeps customers informed regarding communication restoration by providing regular updates until problems are resolved and service is restored
- Meets and/or exceeds the requirements specified in Service Level Agreements
- Monitors customers transmitted satellite carriers ensuring they are within parameters
- As required, schedules vendor access to remote locations for repair and maintenance
- Maintains records of maintenance and repairs of customer networks
- Other duties as assigned
Qualifications:
- A minimum of 3-5 years’ technical experience working in Networking, IT, or satellite telecommunications fields
- Experience with satellite communications equipment, microwave systems, radio systems, antenna tracking systems or fiber optic systems
- Ability to troubleshoot satellite/data problems remotely, over the phone, or via e-mail
- Ability to work well in a (24/7/365) shift environment
- Ability to prioritize, isolate problems/return communications to operational status
- Requires carrying a cell phone 24/7 and responding to business requirements
- Military experience as a satellite operator is a plus
- Satellite Earth station and Teleport experience is a plus
- Excellent customer service and interpersonal skills
- Able to work independently and must possess excellent multi-tasking skills
- Familiar with the Return Materials Authorization process
- Ability to sit for long periods of time in front of a computer
- Excellent communication skills (both oral and written)
- Demonstrated working knowledge of MS office and Visio
- Occasional travel may be required
- Candidate must have or have the ability to obtain and hold a DOD Secret clearance required
SES Space & Defense 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, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws. #LI-Onsite #LI-DR1