Technician, Network Operations

What you will do:

• Provide technical support for LEO, GEO, and multi-orbit satellite services to include customized end-to-end solution support, satellite bandwidth resale support, and managed network platform support.
• Provide satellite service implementation support by directing end user or technician accessing the satellite to ensure proper alignment of the satellite terminal antenna.
• Provide performance monitoring by utilizing tools to proactively monitor network devices, video streams, teleport equipment, and satellite carriers.
• Provide fault management support by troubleshooting outages and faults on all aspects of the service to include satellite, Teleport, Telco, and terminal.
• Perform detailed documentation of all troubleshooting, service implementation, and change request activities in an IT Service Management (ITSM) system.
• Provide RFI identification and resolution.
• Arrange for technical dispatches to customer locations and coordinate hands-on support for customer co-located equipment.
• Track RMA support for faulty equipment.
• Manage and coordinate troubleshooting and scheduled maintenances with teleports, 3rd party satellite operators, terrestrial providers, vendors, and engineering teams.
• Provide assistance to teleport operators and VSAT / LEO terminal operators with isolating and resolving transmission problems affecting or degrading the satellite or their services.
• Follow ISOC's established process and procedures.
• Compile and provide customer specific reports, to include contractually required daily and monthly reports, ticket reports, interference reports, and outage reports.

Your required experience/skills:

• Must be a US Citizen. A military background is ideal but not required.
• Highschool diploma or equivalent required.
• Must be able to obtain and maintain a U.S government issued security clearance at the secret level.
• Must possess the ability to determine the proper methods to troubleshoot issues and to be able to direct customers to the proper resolution.
• Must be able to remotely convey technical issues equally to both skilled and unskilled individuals.
• Must have the ability to learn new technologies and services as well as excellent computer skills and the ability to read and understand operational manuals.
• Must possess a basic understanding of RF theory, RF signal flow, satellite antenna systems, HPAs, LNAs, BUCs, LNBs, Up/Down Converters, antenna feed and drive assemblies, modem technologies, and RF spectrum analyzers.
• Must possess strong logical and analytical skills coupled with excellent verbal, written, and interpersonal communication skills while consistently displaying good teamwork and organizational policy support.
• Must be able 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.
• Must consistently display excellent situational awareness and take initiative to address both customer issues as well as departmental inefficiencies with very little supervision.

Your success in this role will look like:

• Customer Focus - Focus on strong Customer relationships and build a customer confidence. Set achievable customer expectations and strive to exceed them.
• Understand and anticipate customer needs and requirements. Focus on increasing satisfaction for internal and external customers.
• Teamwork and Collaboration - Promote teamwork, build strong relationships and foster department success. Provide inter and intra departmental cooperation and support.
• Communication - Communicate well both verbally and written. Share information and is flexible and open-minded. Maintain confidentiality.
• Results Oriented - Take ownership of job responsibilities. Committed to excellence. Overcome obstacles. Dependable, reliable, and meets commitments.

It would be nice if you had:

• Experience with basic IP Networking and video technologies/systems.
• The ability to demonstrate a general working knowledge of standard communications analyzers and test equipment.
• Knowledge and experience in the operation and troubleshooting of iDirect Evolution and Velocity platforms.
• The capability of remotely working on various ground station communications systems either via computer or over the phone.

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.
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.
• Job requires ability to sit for long periods of time

About Us 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