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Principal Technician, Network Operations Center

Req ID:  29391
Travel:  None
Location: 

Atlanta, GA, US, 30294

Education:  Two years of college or technical school
Experience:  At least 5 years of experience required
Equivalency:  Combination of education & experience considered

 

Equal Opportunity/Affirmative Action Employer including Vets and Disabled

 

Your role in helping us shape the future:

As a Principal NOC Technician, you will provide leadership and high-level technical expertise for Radio Frequency (RF) issues, Occasional Use (OU), full-time managed services and special events. In this position you will offer expert level troubleshooting support and analysis to the NOC team for resolution of complex customer service issues.  You will be responsible for monitoring information on all sites, network infrastructure, and backhaul.  In this role, you will coordinate the integration of new technologies, drive the development of operational procedures, enhance training material and direct significant departmental projects. You will facilitate teamwork in direct support of Managers, collaboration with and mentoring of junior team members, and focus on professional development as a role model. In addition, you will contribute to call-in support and 24/7 rotating shift coverage as needed

Are you up to the challenge?

  • Lead by example, promoting a high level of teamwork.
  • Coach, mentor and train staff members.
  • Conduct process reviews and provide tool development input, to improve customer service delivery.
  • Assist management in all operational issues including scheduling of operational staff, service documentation, and departmental documentation.
  • Lead, develop and support projects with capability to present to management.
  • Provide coverage for Manager during his/her absence
  • Provide operational support with a timely and professional response to customer calls and emails.
  • Participate in routine operational activities, on-boarding of new systems and alarm monitoring with the goal of mitigating customer impact.
  • Lead the tracking and execution of maintenance activities, to include troubleshooting video and IP routing.
  • Utilize tools and demonstrate expert level proficiency to troubleshoot RF, digital video and audio IP signals.
  • Act as the primary contact for occasional-use customers for booking and provisioning of services, resolution of discrepancies or technical issues, and coordination of special events.
  • Identify, update and escalate service issues to determine alternate routing, emergency restoral and timely resolution of service discrepancies.
  • Collaborate with Intelsat support groups and/or premier customer Engineers to integrate new services into the existing operational Intelsat product line.
  • Create and review trouble tickets for RF interference issues or circuit events to ensure accurate documentation and all follow up actions are completed.
  • Escalate and report on service issue corrective measures to the Supervisor and Management team.

 

Can you drive these processes?

  • Drive a customer-oriented culture, promote a quality work environment and provide a high level of professional, quality customer service at all times.
  • Develop tools, training programs, processes and procedures.
  • Participate and provide Operations with on-call support.
  • Perform other duties as assigned by supervisors and management.

 

You should definitely have:

  • Associate’s degree or technical school diploma preferred.
  • At least five years of commercial experience in a broadcast and/or data environment (or an equivalent combination of education and experience).
  • Comprehensive working knowledge of satellite, fiber, data and/or broadcast related equipment.
  • Proficient knowledge of video broadcast technology and digital compression desired.
  • Cisco and iDirect knowledge preferred.
  • Must maintain a complete knowledge of Intelsat offered products and services.
  • Must be able to work 24x7 rotating shifts, be capable of following company guidelines in making decisions under stressful conditions in a multi-tasking work environment.
  • Must be able to convey complex technical issues equally to skilled and unskilled individuals.
  • Must consistently display good team working, organizational and interpersonal skills, with the ability to work comfortably with customers and co-workers who speak English as a second language.
  • Must consistently display excellent situational awareness and take initiative to address both customer issues as well as departmental inefficiencies with little to no supervision.
  • Must have excellent computer skills and the ability to read and understand operational manuals for various test and/or measurement equipment

 

What it’s like to work with us:

Intelsat is connecting the world and transforming the satellite landscape by reaching beyond the traditional satellite industry. We are defining new products that will open new, profitable markets. To help us reach this goal, you should be a bold thinker who will perform a key role in shaping Intelsat innovation for years to come.

  • We emphasize personal and professional growth
  • Awesome benefits including PTO, medical, tuition reimbursement, and training
  • Fun, diverse, and inclusive culture
     
    Other Job Info:
  • These statements are intended to describe the general nature and level of work being performed by employees assigned to this job.  This is not intended to be an exhaustive list of all responsibilities, duties, and skills required of employees assigned to this job.
  • Job requires ability to sit for long periods of time
  • Employee must be able and willing to work in a 24 hour shift environment, with work on nights, weekends and holidays.

 

  • This role is subject to ITAR; candidates must be a US Person (this includes US Citizen, Permanent Resident or Protected Individual such as an asylee or refugee).
  • These statements are intended to describe the general nature and level of work being performed by employees assigned to this job.  This is not intended to be an exhaustive list of all responsibilities, duties, and skills required of employees assigned to this job.
  • Company description: Intelsat is the largest provider of fixed satellite services worldwide. We enable providers of media, telecom and government services to deliver information and entertainment to people at home, in the office or on the move. On a day-to-day basis, Intelsat supplies video, data and voice connectivity in approximately 200 countries and territories for approximately 1,800 customers, many of which Intelsat has had relationships with for over 30 years. Some of the world’s leading media and communications companies, multinational corporations, Internet service providers and government/military organizations hallmark Intelsat’s customer base. Customers access capacity through extensive service offerings, which include transponder services, hybrid managed services combining satellite capacity and terrestrial facilities, and channel services.


Nearest Major Market: Atlanta