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: compass, dataminer, EM7, hp openview, Nagios, netcool, satnms, zenoss