Network Operations Center Technician - Lg

Responsibilities

• Provide first point of contact for technical assistance to Isotropic Networks’ clients and partners in support of Isotropic’s satellite services, networks, and related equipment.
• Remotely monitoring Very Small Aperture Terminal (VSAT) systems and terrestrial networks for failure or errors in performance.
• Addressing concerns and resolving technical issues via telephone, e-mail message and chat services. Generating trouble tickets and documenting change requests to record and track interactions and actions.
• Responding to automated monitoring notifications, provide reports to customers and participate on process improvement initiatives.
• Answer incoming customer questions or concerns; researching any needed issues; and taking full ownership for responding back to customers with resolution to their problem within the time limit specified by company policy.
• Create performance reports for customer systems and services.
• Assist in the installation, operation, and maintenance of earth station, VSATs, and associated equipment.
• Executes customer-initiated ‘Service Configuration Requests’ based on Isotropic processes and practices.
• Monitor equipment operation and performance histories to ensure associated equipment is properly functioning and operating as designed.
• Respond to all customer inquiries through excellent rapport & confidence, identifying their needs, and taking strategic action in a timely manner.
• Use of Isotropic and other vendor software to identify and troubleshoot client’s technical issues accurately and in a timely manner.
• Handling sensitive or confidential customer data in a professional, responsible manner.
• Aiming to resolve issues on the first interaction by being proactive and demonstrating advanced product knowledge.
• Completing any special project assignments and assisting in other areas during lower customer contact periods.
• Other duties as assigned by Isotropic management.

 Requirements

• Basic understanding of Internet Protocol addressing.
• Knowledge of configuring NAT and VLAN.
• Experience with operating network management tools and understanding network reporting.
• High-level of understanding of troubleshooting methodologies.
• Ability to work off hours, weekends, or night shift as required to support a 24 x 7 Network Operations Center (NOC).
• Exceptional interpersonal, communication, initiative and leadership abilities.
• Effective analytical, planning, organizational, and documentation skills.
• Team player along with the ability to multitask and work in a stand-alone capacity.
• Ability to analyze information and evaluate results to choose the best solution and to solve problems that are identified.
• Able to interpret information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events based on logical analysis.
• The ability to communicate and understand complex information and ideas.
• Excellent oral/written communications and soft skills are required for providing information to colleagues and clients by telephone, in written form, e-mail, or in person.
• Critical thinking skills and adaptation in complex situations that drive decision-making processes producing successful outcomes.
• Continuously demonstrate a high sense of urgency, with the ability to perform under pressure
• Candidates must enjoy being part of a close-knit team and helping co-workers succeed.

 Minimum Education/Work Experience

• H.S. Diploma
• Technical Schools (Civilian/Military, SATCOM)
• Associate of Science/Art, Computer Science, Networks, etc.
• Experience with MS Office Suite
• Relevant VSAT Experience (will train in-house)
• Call center and/or tech support experience

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift up to 50lbs at a time
• Must be able to use both hands
• Repetitive finger motion/computer use
• Must be able to have close and distant vision
• Must be able to crawl in small spaces