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, or similar field
• 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

SES and its Affiliated Companies are committed to hiring and retaining a diverse workforce. We are an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, pregnancy, sex, sexual orientation, gender identity, na-tional origin, age, genetic information, protected veteran status, disability, or any other basis protected by local, state, or federal law. 

In conformity with U.S. Government technology export regulations, including the International Traffic in Arms Regulations (ITAR) and the Export Administration Regulations (EAR), and/or other applicable U.S. law, regulation or other requirements imposed by the U.S. Government, certain positions may require U.S. Citizenship, status as a lawful permanent resident of the U.S. or a “protected individual” as defined by 8 U.S.C. 1324b(a)(3), or eligibility to obtain the required authorizations from the U.S. De-partment of State or U.S. Department of Commerce.

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Tagged as: dataminer, EM7, hp openview, jncia, jncis, Nagios, netcool, satnms, zenoss, compass