Job description
Your role in helping us shape the future:
The ISOC technician provides expertise in supporting problem resolution, configuration and change management functions, network security, performance and fault management and monitoring, reporting, quality assurance, scheduling, and documentation by utilizing sophisticated network management, monitoring and analysis tools. Additionally, the technician will coordinate operations and interactions with a variety of customer, teleport operators, space segment operators and fiber providers, and the Program Management Office to support the delivery of end-to-end services.
Are you up to the challenge?
- Provide Technical Support on Satellite Services. Troubleshooting support for X-Band Network Services, UHF Services, On-Demand Networks (such as DVB type services), customized End-to-End services (to include terrestrial backhaul), Satellite Bandwidth and, Managed Network Services (such as iDirect, IP Trunking Services and International Private Line)
- Provide Service Implementation Support for End-to-End services and Managed Network Services. Coordinate and direct end user or technician accessing the satellite to ensure proper alignment of the satellite antenna. Conduct necessary testing of antenna or systems, such as compression testing and update databases to reflect values
- Provide Performance Monitoring. Utilize carrier management systems tools to provide network and usage analysis
- Proactively monitor Services: Monitor network devices, video monitoring, teleport equipment monitoring, and monitor satellite carriers
- Provide Fault Management Support. Troubleshoot outages and faults on all aspects of the circuit: Satellite, VSAT, Teleport, Telco. Provide detailed ticket of all troubleshooting and implementation activities, change request. Provide RFI identification and resolution
- Provide level 1 hands-on support for customer Co-located equipment.
- Interface with vendors and 3rd party teleports
- Track RMA support for faulty equipment
- Arrange for technical dispatches to customer locations
- Manage and coordinate troubleshooting and scheduled maintenances with the teleports, 3rd party satellite operators, terrestrial providers, and engineering teams
- Perform detailed documentation for all troubleshooting activities in trouble logging system.
- Provide assistance to teleport operators and VSAT terminal operators with isolating and resolving transmission problems affecting or degrading the satellite
- Follow Established Process and Procedures
- Must be able to direct troubleshooting actives on RF and Network devices with customers/technicians at all skill levels
- Compile and provide customer specific reports, to include contractually required daily and monthly reports, ticket reports, Interference reports and outage reports
You should definitely have:
- Must be a US Citizen and be able to obtain and maintain a U.S government issued security clearance at the secret level. A military background is ideal but not required
- Troubleshooting skills and be adept in trouble logging, documentation, and reporting
- Must possess the ability to determine the proper methods to troubleshoot issues and to be able to direct customers to the proper resolution
- Ability to remotely convey technical issues equally to both skilled and unskilled individuals
- Familiarity with basic electronics, terrestrial network technologies, IP networking, and video delivery systems and technologies
- A basic understanding of RF theory, RF signal flow, satellite antenna systems, HPAs, LNAs, BUCs, LNBs, Up/Down Converters, antenna feed and drive assemblies, and modem technologies
- Possess a basic knowledge in the operation of RF spectrum analyzers
- Ability to learn new technologies and services as well as excellent computer skills and the ability to read and understand operational manuals
- Strong logical and analytical skills coupled with excellent verbal, written, and interpersonal communication skills while consistently displaying good teamwork and organizational policy support
- Ability to maintain a complete knowledge of all IGC and Intelsat offered products and services
- Ability to work 24x7x365 12-hour rotating shifts and be capable of following company guidelines in making decisions under stressful conditions in a multi-tasking work environment
- Consistency displaying excellent situational awareness and take initiative to address both customer issues as well as departmental inefficiencies with very little supervision
It would be nice if you had:
- GVF certifications, including Advanced SATCOM Professional
- CompTIA certifications, including A+, Network+, and Security+
- Cisco certifications, including CCENT, CCNA, or CCNP
What it’s like to work with us:
Intelsat is connecting the world and transforming the satellite and inflight connectivity landscape by reaching beyond the traditional satellite industry. We are defining new products that will open new, profitable markets. We connect the aviation industry and air travelers with innovative technology and applications, and we do it all in a high-energy environment that welcomes the next challenge. To help us reach this goal, you should be a bold thinker who will perform a key role in shaping Intelsat innovation for years to come.
- We emphasize personal and professional growth
- Awesome benefits including PTO, medical, tuition reimbursement, and training
- Flexible hybrid work arrangements of 3 days per week in office
- Fun, diverse, and inclusive culture
Other Job Info
- These statements are intended to describe the general nature and level of work being performed by employees assigned to this job. This is not intended to be an exhaustive list of all responsibilities, duties, and skills required of employees assigned to this job.
- Job requires ability to lift up to 20 lbs
As the foundational architects of satellite technology, Intelsat applies our expertise to develop breakthrough solutions that advance and secure boundless applications for our customers and partners.
At Intelsat, we increase human potential by connecting people, communities, businesses, and governments. Our employees enjoy a casual and collaborative environment, where we celebrate professional excellence in pursuit of the corporate mission. We hire skilled professionals who work in various areas such as: satellite engineering, network operations, cloud architecture, accounting, sales, legal, and more. Browse our current job openings or create a professional profile to stay informed about opportunities that match your interests and expertise.
Intelsat is subject to regulation by certain U.S. Government national security agencies, which require that we collect and share certain Personally Identifiable Information (“PII”) with the U.S. Government to obtain permission to employ non-U.S. persons in certain roles. If selected for a role at Intelsat, we may collect and share your PII for these purposes.
Intelsat is an Equal Opportunity/Affirmative Action Employer including Vets and Disabled
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