Technician, Network Operations

What you will do:

• Work as a team in support of our services.
• Contribute to and support projects with capability to present to management.
• Act as the primary contact for managed service customers for resolution of discrepancies and technical issues, and coordination of special events and services.
• Identify, update and escalate service issues as needed to determine alternate routing, emergency restoral and timely resolution of service discrepancies.
• Proactive service alarm monitoring to eliminate / mitigate any operational impact to customers.
• 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.
• Utilize tools and demonstrate proficiency to interpret and troubleshoot IP signals while working closely with customers to maintain all service level agreements.
• Consistently provide operational support and timely response of phone calls and emails through the triage process, perform emergency restoral procedures and determine alternate routing of services in coordination with Teleport Operations for Intelsat owned teleports and 3rd party partner teleports. Additional duties could include but not limited to; working with internal/external stakeholders and customer notifications.
• Have awareness and perform tracking and supporting of all maintenance activities, including troubleshooting video and network IP routing as necessary.
• Collaborate with Intelsat support groups and/or premier customer engineers to participate in transition activities, integrate and oversee the onboarding of new services into the existing operational Intelsat product line.
• Assist in the development of training materials, processes and procedures.
• Escalate and report on service issue corrective measures to the Management team.

Your required experience/skills:

• A minimum of 1 year of comprehensive working knowledge of fiber, data and/or satellite broadcast related theory and equipment.
• Ability for 24 X 7 rotating shifts, including 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 excellent situational awareness and take initiative to address both customer issues as well as departmental inefficiencies with minimal supervision.

Your success in this role will look like:
Display good teamwork, organizational and interpersonal skills, with the ability to work comfortably with global customers and co-workers who speak English as a second language.

• Basic computer skills and the ability to read and understand operational manuals for various test and/or measurement equipment
• Effective verbal and written communication skills
• The ability to be self-motivated
• Respond to customer calls and emails in a timely fashion

It would be nice if you had:

• Knowledge of Intelsat offered products and services.
• Experience operating in a mixed vendor environment for service delivery (Juniper, Evertz, Newtec, ECI (XDM), SynaMedia, Nevion)
• RIST, Zixi, SRT experience
• A minimum of 2 years of comprehensive working knowledge of fiber, data, and/or satellite broadcast related theory and equipment

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.
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