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.
Engineer I, NOC Mobility
United States - Manassas, Virginia
ROLE DESCRIPTION SUMMARY
The Engineer, NOC Mobility is a key member of the SES Networks' Operations team providing engineering support to our customers both internally and externally. The Support Engineer is responsible for the monitoring, reporting, restoration and analysis of our global customer services and infrastructure on a 24 x 7 basis. The Support engineer will form part of a team made up of highly skilled and experienced engineers from multiple communications technology disciplines, using industry best practice methodologies to support our customers solutions and services.
PRIMARY RESPONSIBILITIES / KEY RESULT AREAS
Pro-actively monitor our global customer services and infrastructure.
Take ownership of customer issues through to resolution.
Analyze events and trends from multiple systems to diagnose and restore customer services.
Initiate, update and resolve records clearly and concisely, following standards and processes.
Troubleshoot and identify solutions to resolve customer issues using best practice methodologies
Follow standard procedures for escalation of unresolved Incidents to the appropriate internal teams and or management.
Provide prompt and accurate feedback to customers.
Prepare accurate and timely reports.
Document knowledge in the form of knowledge articles to form part of our knowledge management system
Other duties as assigned.
Strong customer service skills
Excellent troubleshooting and resolution skills
Good communication skills, both in writing and verbal
Ability to articulate complex technical issues in business terms
Ability to work in a time-critical environment
Ability to work independently, as well as part of a team
Sense of urgency, and initiative to get things done
Resourcefulness in getting the job done by working through or around challenges and obstacles
Polite and professional engagement with customers under all circumstances
QUALIFICATION & EXPERIENCE
BS in Network Engineering, Computer Science or the equivalent combination of education, technical certifications/training
5+ years technical support experience in a telecommunications or network operations environment.
Ability to work 12-hour rotating shift schedule that is not limited to business hours of operation
Experience with ITIL Service Operation processes
Knowledge & experience of enterprise-class IP Network infrastructure
Demonstrated understanding & experience of BGP, OSPF and MPLS, Layer 2/3 VPNs and IPsec
Network analysis and experience using TCP/IP, SNMP, NTP, DNS, SSH, etc.
Knowledge and experience of QoS (Quality of Service) and QoE (Quality of Experience)
Experience of working with enterprise level network M&C systems and network analysis systems
Familiarity with the MX, SRX, EX Juniper product lines is an advantage
Experience with Unix/Linux systems administration and creation shell scripts is an advantage
Juniper certifications and experience preferred e.g. JNCIA / JNCIS / JNCIP
Cisco certifications preferred e.g. CCNA, CCNP
Employment history with an emphasis on career development and contribution.
OTHER KEY REQUIREMENTS / COMMENTS
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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