Monitoring the Network

• Monitor Network Monitor System(s) for faults and alerts and respond to problems according to provided documented procedures.
• Open, update, and close Trouble Tickets, including information in the Accounting, Equipment, Document Area, Contact Information, and Assets tabs as needed.
• Provide timely and detailed documentation in ticket system.
• Create, respond, and escalate tickets as necessary to the proper support groups.
• Ensure compliance with system procedures.
• Troubleshoot the global beam-switching iDirect network, identifying and resolving remote issues.
• May lead the efforts with field technicians and local management to assist in the resolution of equipment and/or network level outages.
• Maintain and upgrade current IP network and satellite hardware.
• Systems administration including setting  up  user  accounts, passwords  and  privileges  on  IP  PBXs,  client  portals, web  filter/firewalls,  NMS
• Document and testing of VSAT, IP and IP telephony system installations as required.

Customer Service

• Assist in the resolution of support issues to decrease downtime and to bring about high levels of satisfaction to each customer.
• Work with service providers and with management to ensure resolution of escalated technical problems.
• May lead and mentor junior members.
• Provide on-call 24/7/365 support for production systems, services & infrastructure
• Will act as technical liaison between the customer, service providers, and management in order to ensure proper service levels are being met.

• Advanced computer skills in Microsoft Office suite.
• Good understanding of cultural sensitivities in the areas of work
• Network equipment, routing or switching experience
• Cisco training – CCNA or CCNP qualifications preferred.
• Training in IP routing, switching, security and VOIP is preferred.
• Exceptional customer service skills driven to exceed customer expectations.
• High level of experience with iDirect satellite networks, to include building global option files. Beam-switching experience required.
• Experience with Network Access Technologies including iDirect, Comtech SCPC and Carrier in Carrier technologies
• Experience with Satellite Link budgets, RF analysis, and coverage areas
• Knowledge and familiarity with iDirect DVB-S2
• Knowledge and familiarity with Automatic Beam Switching, iDirect, Newtech, Comtech a plus
• Stabilized antenna systems experience, specifically with SeaTel and Intellian systems.
• Detail oriented individual with proven ability to prioritize and complete multiple tasks concurrently and within deadlines.
• Ability to offer creative solutions and resourceful problem solving skills.
• Energetic self-starter with the ability to work in a fast-paced environment. Must have flexibility of working extended hours, weekends, holidays, on call and in remote and harsh environments.
• In addition to independent qualities, the ability to work well as part of a regional/global and virtual teams across multiple geographies/vertical markets.
• Well organized, effective written, verbal and presentation skills.
• Ability to promote and encourage teamwork and to implement and maintain company standards at all levels to ensure the highest level of service for our customers.

Education Requirements

• Recognized technical qualification or relevant experience. (In U.S., Associates Degree in IT, Telecommunications, Communications is preferred or equivalent military education and experience.)

Working Experience

• 4+ years’ experience working in a Network Operations Center.
• 4+ years’ experience with iDirect and/or stabilized antenna systems.
• All necessary Certifications achieved.

Working Conditions/Physical Elements

• Ability to lift in excess of 20lbs and pass a physical exam as required.
• Flexible work hours to support the department as needed.

Travel Requirements

• N/A