Job Description

Equivalency: Combination of education & experience considered

Your role in helping us shape the future:
As a NOC Technician, you will be responsible for receiving and replying to incoming calls and emails to coordinate and schedule services on behalf of customers. In this position you will provide support for Radio Frequency (RF) issues, Occasional Use (OU), and full-time managed services, as well as an intermediate level of troubleshooting for the resolution of customer service issues. This technician will also need to ensure that proper escalation procedures are followed, resolution of customer service issues are focused on to ensure the highest level of customer service. This position is also responsible for receiving and replying to incoming calls, emails, and alarms, utilizing multiple tools and resources, to provide troubleshooting, analysis, routine monitoring and system status checks to identify and resolve, service interruptions. In this role, you will help provide input for the development of operational procedures; training material and assist in the contribution to significant departmental projects.
Are you up to the challenge?

• Provide operational support with a timely and professional response to customer calls and emails.
• Participate in routine operational activities, on-boarding of new systems and alarm monitoring with the goal of mitigating customer impact.
• Assist with the tracking and execution of maintenance activities.
• Utilize tools and demonstrate exceptional proficiency to troubleshoot RF service issues.
• Act as the primary customer contact for resolution of discrepancies or technical issues, and coordination of special events.
• Identify, update and escalate service issues to determine alternate routing, emergency restoral and timely resolution of service discrepancies.
• Create and review trouble tickets for RF interference issues to ensure accurate documentation and all follow up actions are completed.
• Escalate and report on service issue corrective measures to the Network Operations Management team.
• Coach, mentor and train staff members.
• Conduct process reviews and provide tool development input to improve customer service delivery.
• Provide coverage of the Manager / Principal Technician responsibilities during his/her absence.

Can you drive these processes?

• Perform job responsibilities consistently and provide a high level of professional, quality customer service at all times.
• Provide input to improve tools, develop training materials, processes and procedures.
• Participate and provide Operations with on-call support.
• Perform other duties as assigned by the team lead and management.

You should definitely have:

• High school or vocational school completed.
• At least one year of commercial experience in satellite communications, with three years preferred (or an equivalent combination of education and experience).
• Strong working knowledge of satellite telecommunications related equipment.
• Proficient knowledge of video broadcast technology and digital compression desired.
• Maintain a broad knowledge of Intelsat offered products and services.
• Ability to work 7 X 24 rotating shifts, be capable of following company guidelines in making decisions under stressful conditions in a multi-tasking work environment.
• Aptitude to convey technical issues equally to skilled and unskilled individuals.
• Unfailingly display exceptional team working, organizational and interpersonal skills, with the ability to work comfortably with customers and co-workers who speak English as a second language.
• Consistently display excellent situational awareness and take initiative to address both customer issues as well as departmental inefficiencies with some supervision.
• Proficient computer skills and the ability to read and understand operational manuals for various test and/or measurement equipment

What it’s like to work with us: Intelsat is connecting the world and transforming the satellite landscape by reaching beyond the traditional satellite industry. We are defining new products that will open new, profitable markets. 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
• 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.
• 
  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.
• Company description: Intelsat is the largest provider of fixed satellite services worldwide. We enable providers of media, telecom and government services to deliver information and entertainment to people at home, in the office or on the move. On a day-to-day basis, Intelsat supplies video, data and voice connectivity in approximately 200 countries and territories for approximately 1,800 customers, many of which Intelsat has had relationships with for over 30 years. Some of the world’s leading media and communications companies, multinational corporations, Internet service providers and government/military organizations hallmark Intelsat’s customer base. Customers access capacity through extensive service offerings, which include transponder services, hybrid managed services combining satellite capacity and terrestrial facilities, and channel services.