Technician, Network Operations - Platforms Job Listing at Intelsat in Rio de Janeiro, RJ (Job ID 41880)

Description

As a NOC Technician, you will provide technical expertise and troubleshooting in support of our mixed vendor satellite and IP based Broadband Platform network. 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. You will also facilitate teamwork in direct support of management and focus on professional development as a role model.

What you will do:

• Provide operational support and timely response of phone calls and emails through the triage process. 
• Interface and coordinate troubleshooting efforts with other company and partner facilities to resolve service disruptions.
• Respond in a timely manner to incoming customer calls / emails with professionalism.
• Service management through case, incident, and problem management.
• Participate in routine daily operational activities and alarm monitoring, with the goal of eliminating/mitigating any operational impact to customers.
• Monitor full-time managed services as well as teleport RF based Platform Hub equipment, and associated ground systems.
• Perform troubleshooting for all full-time services while consistently following established processes and procedures.
• Assist with monitoring and execution of change management activity adhering to ITIL methodology 
• Escalate and report on service issue corrective measures to the Management team.

Your required experience/skills:

• High school diploma or vocational school graduate.
• At least one year of comprehensive working knowledge of satellite RF related theory and Broadband IP based Platforms such as Gilat Skyedge II-c/IV and Comtech Heights.
• Willingness to work in a 24x7 dynamic shift environment (including days, nights, weekends, and holidays)
• Be highly capable of following company guidelines in making independent decisions under stressful conditions in a multi-tasking work environment.
• The ability to convey complex technical issues equally to skilled and unskilled individuals.
• Consistently display good team working, organizational and interpersonal skills
• Consistently display situational awareness and take initiative to address both customer issues as well as departmental inefficiencies with little to no supervision.
• Good computer skills and the ability to read and understand operational manuals for various test and/or measurement equipment.

Your success in this role will look like: (non-technical skills)

• Champions behaviors related to enterprise leadership, customer focus, collaboration, and change agility.
• Adaptability, creative thinking, team player, openness, culture champion with experience fostering inclusive work environments, embracing diverse thinking and styles, positive attitude.

It would be nice if you had: 

• Comprehensive understanding of RF and IP Networking concepts
• Experience with network management systems and associated API's
• Experience with ServiceNow
• Experience operating in a mixed network environment (Juniper & Cisco)

How we support you: 

• Hybrid work environment offering up to two days per week work from home (for eligible positions)
• Development opportunities supporting professional growth championed by our dedicated Learning & Development team. 20-25% of our positions are hired internally!
• Ways to get involved: satellite launch parties, company connect events, charitable activities, team social events, recognition programs, and employee resource groups.
• Wide range of benefits and perks to help you stay healthy, happy, and productive. These include paid leave programs, medical, tuition reimbursement, and retirement benefits, employee wellness offerings, and more! 

These benefits are designed to support your overall well-being and help you succeed in your role.

Our D&I Commitment

We're committed to fostering a culture and environment of diversity, inclusion and respect – a place where everyone can show up fully as themselves and do their best work every day. We're a technology leader committed to advancing diverse, inclusive teams – where belonging is rooted in our culture. Intelsat has an established Diversity & Inclusion Council and Employee Resource Groups. Intelsat is an equal opportunity employer and does not discriminate based upon race, color, religion, sex, national origin, ethnicity, age, disability, pregnancy, veteran status, sexual orientation, gender identity or any other characteristic protected by applicable law. 

While it is important to note that meeting the minimum qualifications is a fundamental requirement for consideration, if you are enthusiastic about this role and are unsure how well your experience aligns with these requirements, we encourage you to apply. Our recruitment team will assess your application and determine if your skills and qualifications meet the essential criteria for this role or whether there might be another role within our organization that is a better match.