Job Description

Technician, Network Operations (JNOC)

ROLE DESCRIPTION SUMMARY

Join a forward-thinking team dedicated to transforming customer experience by developing and launching innovative products and services that leverage global, boundary-free connectivity. We go beyond the traditional satellite industry and broader communications landscape to redefine what's possible.

Aligned with SES’s vision, we are shaping next-generation solutions that deliver the performance, features, and flexibility needed to unlock new markets, generate fresh revenue streams, and ensure secure, reliable communications worldwide. To achieve this, we’re seeking bold, visionary thinkers to help drive our legacy of innovation into the future.

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 have an immense focus on resolution of customer service issues while maintaining 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. This role demands in-depth technical analysis, professional communication, and exceptional customer service in both English and Japanese.

PRIMARY RESPONSIBILITIES

• Provide operational support and timely response of phone calls and emails through the triage process. Matters include but are not limited to; customer terminal access, carrier measurements, peak/pols and compression test and internal/external customer notifications.
• Interface and coordinate troubleshooting efforts with other companies and partner facilities to resolve service disruptions.
• Utilize tools to interpret and troubleshoot basic RF and IP based networks.
• Timely identity, update and escalate service issues as needed to determine alternate routing, emergency restoral procedures and resolve of service discrepancies. 
• Respond in a timely manner to incoming customer calls / emails with professionalism.
• 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 the monitoring and execution of all maintenance coordination activities, including troubleshooting Platform and IP routing as necessary.
• Work closely with customers to maintain all service level agreements and resolve any RF, teleport, and managed service trouble issues.
• Create and review trouble tickets for all full-time services, RF interference issues or circuit events to ensure accurate documentation is maintained, and all follow up actions are completed.
• Escalate and report on service issues with corrective measures to the Management team.
• Participate in the on-boarding of new systems and assist with satellite transition activities.
• Collaborate with SES support groups and/or premier customer Engineers to integrate new services into the existing operational SES product line.
• Under supervision, initiate emergency restoral procedures and determine alternate routes of services provided by Teleport Operations for SES owned teleports and 3rd party partner teleports

COMPETENCIES

• Drive a customer-oriented culture, promote a quality work environment, and provide a high level of professional, quality customer service always
• Create and review managed service trouble tickets for operational discrepancies, circuit, and service events to ensure accurate documentation is maintained and follow up actions are completed to improve performance and communication within the operational team.

• Provide input for tools, training programs, processes, and procedures

• Be highly capable of following company guidelines in making independent decisions under stressful conditions in a multi-tasking work environment.

• Lead by example, promoting a high level of teamwork.
• Escalate and report on service issue corrective measures to the Management team
• Perform other duties as assigned by supervisors and management

QUALIFICATIONS & EXPERIENCE

• Bachelor’s degree with a minimum of 1–2 years of relevant experience, or an equivalent combination of education and experience.
• At least one year of comprehensive working knowledge of satellite, and RF related theory, Broadband IP based Platforms such as iDirect (Evolution/Velocity), Gilat, Newtec Dialog, HNS, and Comtech Heights.
• Demonstrates consistent situational awareness and initiative in resolving customer issues
• Working knowledge of RF principles and experience in interference troubleshooting is a strong plus.
• Experience with modern data communications troubleshooting tools is preferred.
• Ability to make independent decisions under pressure while adhering to company guidelines in a multi-tasking environment.
• Capable of clearly communicating complex technical issues to both technical and non-technical audiences.
• Fluent in English and Japanese
• Strong interpersonal and organizational skills,
• Technically adept and able to interpret operational manuals for various test and measurement equipment.

OTHER KEY REQUIREMENTS

• Experience working with Network Operation Centers is a plus
• Networking experience (CCNA, JNCIA, etc.), but not a requirement.
• Ability for 24x7 rotating shifts
• Experience operating in a mixed network environment (Juniper & Cisco)

SES and its Affiliated Companies are committed to providing fair and equal employment opportunities to all. We are an Equal Opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, pregnancy, sex, sexual orientation, gender identity, national origin, age, genetic information, protected veteran status, disability, or any other basis protected by local, state, or federal law.

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