Global Support Engineering, RF
Company Details
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