NOC Operator
Role description summary
As NOC Operator, you will be a customer-focused professional that provides leadership and technical expertise in the support of SES customers and services. In this position you will be responsible for the effective management and operations of the various supplier platforms and terminals deployed across the SES global environment and for the monitoring and management of all network components in the provision of SES services. You are highly motivated, disciplined, dedicated to making a positive difference, obsessed with customer success, and you will work together with other team members to driven to provide an extraordinary customer experience.
primary responsibilities
- Monitor all satellite, ground and terrestrial network elements to assure mission critical traffic and customer connections are operational with minimal degradation or outages as specified in Service Level Agreements (SLA)
- Ensure all events are properly documented, escalated and reported. Initiate timely technical and management escalation as required
- Gather, organize, and analyze large amounts of data with speed and accuracy to effectively resolve issues and ensure high level of customer satisfaction
- Liaison point into technology IP infrastructure, platform and IT for escalations/improvements (depending on the different domains of the end 2 end service)
- Fault resolution on ‘customer network equipment’ and fault identification end to end up to the customer’s PoP (handover point)
- Provide exceptional customer support and serve as the main point of contact for all network related issues providing clear updates to L1 team members.
- Responsible for all escalations to L3 technical resources within SES as required.
- Planning of platform and terminal resources and scheduling for activation
- Performance tracking and reporting of platforms and terminals
- Customer ‘on site’ platform and terminal equipment management including troubleshooting and performance reporting
- Ensure readiness of platforms for service activations/changes/deactivations
- Provide exceptional customer support and serve as the main point-of-contact and facilitate all communications between customers, vendors, internal and external fix agents necessary to resolve highly technical issues
competencies
- Effective time management skills, takes initiative in the absence of direction and exercises independent judgment without constant supervision
- Ability to multitask by managing, tracking, and resolving multiple issues simultaneously
- Excellent written, verbal and electronic communications skills necessary to manage the high volume of telephone calls and email involving highly technical issues
- Ability to work under pressure in a fast-paced environment
- Excellent teamwork and cross-functional cooperation
- Constant motivation to drive improvements
- Independent, Structured, solution-oriented and reliable approach
- Strong communication skills towards internal departments and external customers
Qualifications & Experience
- Highschool/ Vocational schools/ Certifications Studies in Telecommunications, Information Technology coupled with min. 2 years experience or Engineering University degree
- Fluent in English (written and verbal)
Preferred
- Experience in managing IP Addresses
- Knowledge of troubleshooting operating systems (Windows, Linux)
- Experience using network automation tools and technologies
- Understanding of RF Technologies
- Knowledge of Network Management Systems
- Technical support experience in the satellite or wireless communications industry
- Knowledge of the Satellite or Telecommunications / Satellite industry will be a plus
- Knowledge MEO or LEO satcom services is a big plus
Experience of setting up satellite links
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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