Technician, Terminal Management Center

Technician, Terminal Management Center

ROLE DESCRIPTION SUMMARY

SES is a Distribution Partner (DP) of Eutelsat OneWeb. As a DP, the team member will be expected to assist in supporting SES customers utilizing Low Earth Orbit (LEO) terminals that operate on the OneWeb network and escalate issues to OneWeb as needed. When required, this individual will need to schedule and facilitate troubleshooting calls between SES customers, OneWeb, and vendors.

The NOC Technician role is in a 24x7x365 office environment. This individual will be working in an operations environment responding to emails and answering phone calls to support OneWeb product offerings. The ideal candidate will be familiar with the demands and expectations of working in an operations center and is knowledgeable of radio frequency (RF) technology.

This team member will manage and maintain incoming customer requests and work closely with internal teams to ensure customer needs and external service levels are met. The role is focused on supporting the SES customer base. This role also requires a candidate with written and verbal fluency in Portuguese, English and Spanish.

PRIMARY RESPONSIBILITIES / KEY RESULT AREAS

• Support customer calls and requests in Portugese, English and Spanish
• Able to successfully learn and understand web based applications and tools for use in managing customer accounts. This will include navigation of OneWeb's portal (Device Hub) that is utilized extensively when troubleshooting performance issues with User Terminals (UTs).
• Stay up to date on new technology, tools and applications that are used to provide the assistance needed for customer requests
• Must exhibit sense of urgency to complete customer requests in a timely manner and engage internal support teams to take over troubleshooting in the event of a customer impacting issue
• Ensure compliance with Intelsat standards practices and processes
• Incorporate and leverage industry best practices while maintaining alignment with Intelsat goals and capabilities
• Must be able to maintain customer privacy in compliance with all applicable laws
• Manage positive relationships with customers to ensure customer retention
• Excellent written and oral communication skills
• Must be able to meet set expectations for call center metrics and customer turnaround times
• Escalate customer reported technical service issues or requests to the appropriate NOC vertical team
• Maintain accurate information and data in appropriate systems by tracking and capturing information and data

COMPETENCIES

• Flexible and adaptive to change
• Ability to operate in a team environment cross functionally where employees constantly provide support to each other
• Customer communications – serves as the primary liaison for SES OneWeb customers, ensuring clear, professional, and proactive communications
• Language skills – Provides multilingual support in Portuguese, English, and Spanish
• Technical acumen – Demonstrates strong understanding of RF technology, satellite communications, network operations tools, and troubleshooting ability
• Team collaboration – Works closely with multiple NOC technical verticals, vendors and customers to coordinate support efforts

QUALIFICATIONS & EXPERIENCE

• Written and verbal fluency in Portuguese, English and Spanish
• High School Diploma or GED required
• 2 - 4 years of satellite communications experience including an understanding of RF technology
• 1 - 2 years proven customer service including relevant experience or equivalent education experience
• High aptitude for Networking and troubleshooting
• Demonstrated ability to organize and manage multiple priorities
• Possess problem analysis and problem resolution skills
• Ability to successfully navigate and use Microsoft Office Suite products
• Must be available to work rotating shifts providing 24x7x365 coverage

OTHER KEY REQUIREMENTS / COMMENTS

• Experience working with Network Operation Centers is a plus
• Networking experience (CCNA, COMP TIA NET+, etc.) preferred

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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