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Principal Technician, Network Operations

Req ID:  29181
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 NOC Principal Technician, you will provide leadership and expert level technical expertise in support of our Optical and IP/MPLS network, full-time managed services, and network operations functions related to expert level troubleshooting.  This technician will also need to ensure that proper escalation procedures are followed, resolution of customer service issues are focused on to ensure the highest level of customer service. This position is also responsible for receiving and replying to incoming calls, emails, and alarms, utilizing multiple tools and resources, to provide expert level troubleshooting, analysis, routine monitoring and system status checks to identify and resolve, service interruptions. In this role, you will drive the development of operational procedures; enhance training material and direct significant departmental projects. You will also facilitate teamwork in direct support of supervisors, collaborate with and mentor junior team members and focus on professional development as a role model.

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 direct Supervisor 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 the direct Supervisor during his/her absence.
  • Act as the primary contact for managed service customers for resolution of discrepancies and technical issues, and coordination of special events and services.
  • Identify, update and escalate service issues as needed to determine alternate routing, emergency restoral and timely resolution of service discrepancies.
  • Lead team proactive service alarm monitoring to eliminate / mitigate any operational impact to customers.
  • Create and review managed service trouble tickets for operational discrepancies, circuit and service events to ensure accurate documentation is maintained and follow up actions are completed to improve performance and communication within the operational team.
  • Utilize tools and demonstrate expert level proficiency to interpret and troubleshoot IP signals while working closely with customers to maintain all service level agreements.
  • Consistently display self-initiative to provide operational support and timely response of phone calls and emails through the triage process, to lead emergency restoral procedures and determine alternate routing of services in coordination with Teleport Operations for Intelsat owned teleports and 3rd party partner teleports. Additional duties could include but not limited to; customer accesses, carrier measurements, peak/pols and internal/external customer notifications.
  • Ensure full awareness and perform tracking and execution of all maintenance activities, including troubleshooting video and IP routing as necessary.
  • Collaborate with Intelsat support groups and/or premier customer engineers to participate in transition activities, integrate and oversee the onboarding of new services into the existing operational Intelsat product line.
  • Drive development of training materials, processes and procedures.
  • Escalate and report on service issue corrective measures to the 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:

 

  • A minimum of 5 years of comprehensive working knowledge of fiber, data and/or broadcast related theory and equipment.
  •  Ability for 24 X 7 rotating shifts
  • Be highly capable of following company guidelines in making independent decisions under stressful conditions in a multi-tasking work environment.
  • The ability to convey complex technical issues equally to skilled and unskilled individuals.
  • 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.
  • Consistently display excellent situational awareness and take initiative to address both customer issues as well as departmental inefficiencies with little to no supervision.
  • Good computer skills and the ability to read and understand operational manuals for various test and/or measurement equipment.

It would be nice if you had:

 

  • Knowledge of Intelsat offered products and services.
  • CCNA/CCNP/JNCIA level knowledge
  • Experience operating in a mixed vendor environment (Juniper, ECI (XDM), Cisco)
  • A minimum of 5 years of comprehensive working knowledge of satellite, and RF related theory and 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

 

  • 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.