About us: It's a great time to be part of the SES team
We are the world's leading satellite operator with over 70 satellites in two different orbits, Geostationary Orbit (GEO) and Medium Earth Orbit (MEO). We provide a diverse range of customers with global video distribution and data connectivity services through two business units: SES Video and SES Networks. Our global team works collaboratively to make a significant, and often life-changing difference in the world. As part of our team, you will play an integral part in delivering on our vision. At SES, we connect and enable broadcast, telecom, corporate and government customers, and enrich the lives of billions of people worldwide.
Agent, IT Site Support (Service Desk)
United States - Princeton, New Jersey
The job responsibilities outlined in this document are not exhaustive and may evolve over time and be reviewed according to business needs.
ROLE DESCRIPTION SUMMARY
The position is responsible for providing support for all business systems and applications deployed within SES. The function includes support via telephone, remote support and hands on, the helpdesk system and escalation of tickets to the second level where applicable and required.
PRIMARY RESPONSIBILITIES / KEY RESULT AREAS
Ensure first level Incident logging and resolution, escalation to second level
Ensure first level Service Request Fulfilment for IT Services
Perform incident classification, prioritization, correlation with other reported incidents and matching against known errors and record all required Incident details in the Incident Management system
Actively participate in the Global Service Desk support channels global phone queue and global ticket system (ServiceNow) respecting the agreed service levels for response and resolution time
Provide support for various technical areas like Computers, fix and mobile phones, Printers, Applications, Conference systems, User account and access management, etc.
Provide excellent technical assistance to end users with hands-on and remote methods
Take ownership and responsibility for assigned Incidents, Requests or Tasks and follow them up until solved and keep the user up to date
Document in writing as appropriate all resolutions for calls, incidents, requests, and task assignments
Be available for after-hours support (on rotational basis) for end-user support
Act as the primary Site Support contact for Manassas, VA. offices and be the Backup Site Support for Washington D.C.
Provide local support to end-users and service owners for room video conference systems
Participate as needed in ongoing IT Site Support projects
Provide other support or tasks as assigned
Ability to work independently and as a strong team player
Be absolutely service and customer oriented
Ability to multi-task and work under pressure
Understanding of the Business and Business requirements as they relate to IT Support
Ability to clearly explain complex technical issues to non-technical people
Excellent interpersonal skills
Understanding of operational principles
High level of integrity and work ethic
Ability to embrace and facilitate changes
Ability to work effectively under pressure without compromising professional standards
Ability to document all work performed
QUALIFICATIONS & EXPERIENCE
Minimum Bachelor's Degree in in Information and Communications Technology (ICT), Computer Science, Computer Engineering or equivalent
Minimum three years of applicable working experience
In depth knowledge of fundamental operations of software (MS Office/Windows 7/10), hardware (laptops, PCs, phones, printers, scanners, ) and other equipment
Experience with ITSM tool (ServiceNow, BMC, HPSM, )
Excellent understanding of computer hardware and Operating Systems
Excellent problem solving/troubleshooting skills
Excellent understanding of Active Directory including Domain, Group, User structure and rights
Excellent understanding of Microsoft Office suite including Office 365
Understanding of proxy environment
Understanding of RSA Authentication
Good understanding of Lotus Notes
Good understanding of network topologies and network protocols
Understanding of VPN concepts
Excellent understanding of mobile technology
Fluency in English, any other language is considered as an asset
Willingness and ability for occasional travel
OTHER KEY REQUIREMENTS / COMMENTS
Key performance indicators
First response and rate of first call resolution
Consistency of resolutions applied. Aim for one resolution per topic
Main interfaces to other departments
All IT Service Delivery customer Business Units
SES is an Equal Opportunity and Affirmative Action Employer
What's in it for you?
In addition to a competitive salary and benefits package, we offer you a truly global opportunity in an exciting industry and all the support you'll need for both your professional and personal development. But most of all, we offer a truly unique opportunity to play your part in making a difference for those who need it most. We strive to uphold honesty, transparency and courage in everything we do. We're proud to belong to the SES team and collaborate towards success.
Good to know
SES and its Affiliated Companies are committed to hiring and retaining a diverse workforce. We are an Equal Opportunity/Affirmative Action 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. In conformity with U.S. Government technology export regulations, including the International Traffic in Arms Regulations (ITAR) and the Export Administration Regulations (EAR), and/or other applicable U.S. law, regulation or other requirements imposed by the U.S. Government, certain positions may require U.S. Citizenship, status as a lawful permanent resident of the U.S. or a "protected individual" as defined by 8 U.S.C. 1324b(a)(3), or eligibility to obtain the required authorizations from the U.S. Department of State or U.S. Department of Commerce.
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