Global Support Engineer, RF – PIPELINE

Company Details

Take Your Story Anywhere. With SES.

As a Network Operations Technician, you will be a customer-focused professional that provides leadership and technical expertise in the support of SES customers and services. You are highly motivated, disciplined, dedicated to making a positive difference, obsessed with customer success, driven to provide an extraordinary customer experience, and willing to assist and help other team members reach their highest potential.  

PRIMARY RESPONSIBILITIES / KEY RESULT AREAS

  • Provide exceptional customer support and serve as the main point-of-contact and facilitate all communications between customers, vendors, internal and external fix agents necessary to resolve highly technical issues
  • Provide Level I technical support
  • Monitor all satellite, ground and terrestrial network elements to assure mission critical traffic and customer connections are operational with minimal degradation or outages as specified in Service Level Agreements (SLA)
  • Ensure all events are properly documented, escalated and reported. Initiate timely technical and management escalation as required
  • Ability to gather, organize, and analyze large amounts of data with speed and accuracy as well as detect relationships and make decisions using sound methodical judgment
  • Effective time management skills, takes initiative in the absence of direction and exercises in-dependent judgment without constant supervision
  • Ability to multitask by managing, tracking, and resolving multiple issues simultaneously
  • Excellent written, verbal and electronic communications skills necessary to manage the high volume of telephone calls and email involving highly technical issues

COMPETENCIES

  • Customer Service
  • Multi-tasking/Time Management
  • Oral and Written Communication

QUALIFICATIONS & EXPERIENCE

Required

  • A.S. Degree in Telecommunications, Information Technology, or Engineering
  • 1+ years of technical support experience in the satellite or wireless communications industry
  • Must be able to work 12 hour rotating shifts that may include nights, weekends and holidays
  • Proficiency in English required (proficiency in other languages is highly desirable

Preferred

  • Juniper (JNCIA, JNCIS) or Cisco Certified Network Associate (CCNA) Certification
  • Technical support experience in a networking operations environment
  • Microsoft Applications Proficiency (Access, Excel, PowerPoint, Outlook, Visio, Word)
  • Fundamental knowledge of Network Management Systems (Compass, Dataminer, EM7, HP
  • OpenView, Nagios, Netcool, SATNMS, ZenOSS)

What’s in it for you:

  • Flexible working policy
  • Bonus and equity plans
  • Comprehensive and competitive benefits plans
  • A range of wellness activities and employee assistance programs (varies by location)
  • An employer that values all aspects of Diversity and respects every individual’s story

Tagged as: openview, netcool, satnms, zenoss, compass, dataminer, EM7, Nagios, ccna

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