Are you up to the challenge?

This position will be responsible for the technical expertise and timely resolution of customer's service issues. This individual is required to understand customer service design, SLA, and customer expectations. This individual will be responsible for considering redundancy, availability, scalability, security, restoral options, and customer impact when resolving customer issues. This position will represent Operations in all new product meetings, and subsequent design and deployment review meetings to ensure the success of Intelsat's products.

At least 70% of their time in Operational Support:

• Lead in proactive service management and incident response for mitigation of operational impact to customers.
• Provide a timely and professional response to customer communications, perform detailed problem diagnosis on faulty systems, ensure service restoration and resolve network or platform problems.
• Utilize tools and demonstrate a high level of proficiency to assess and troubleshoot Network Broadband platforms including Gilat, and iDirect as well as IP and RF issues while working closely with customers to maintain all service level agreements.
• Provide key input and/or lead in the development of operational support of data and documentation pertaining to new or existing infrastructure, platforms or services, development of training materials, processes, procedures, skills assessments.
• Provide leadership of System support, Change Management and Quality oversight, and act as a Maintenance liaison with supporting teams
• Participate in the design requirement analysis to ensure product can integrate seamlessly into our network and support processes
• Define, create, and deliver technical training to peer Engineers
• 24/7 Operations engineering point of escalation in support of customer services
• Enhance training materials and deliver ongoing mentoring to Operations Engineers and Technicians
• Enforce compliance with operating standards, to best assess effectiveness and process alignment

Up to 30% of their time:

• Perform job responsibilities consistently and provide a high level of professional, quality customer service always.
• Produce and deliver training and input to tool improvement to ensure operational readiness
• Perform other duties as assigned by management

You should definitely have:

• Bachelor's degree and a minimum of 10 years experience (or equivalent combination)
• Expert knowledge of signal flow analysis and troubleshooting is required
• Must consistently display situational awareness and take initiative to address customer issues as well as departmental inefficiencies with little to no supervision.
• Must have expert level knowledge of VSAT network management (e.g., Gilat and iDirect)
• Must have expert level knowledge in the configuration and deployment of VSAT platforms
• Must have expert level knowledge and experience with routers, switches and QOS/traffic engineering analysis
• Must have experience with creating service diagrams and documentation using Microsoft Visio and other MS Office tools
• General understanding of satellite communication ground station equipment including modems, converters, HPA, LNA, IFL and antenna systems is required
• General understanding of RF principals and experience with interference troubleshooting is required
• Proficient in managing and troubleshooting Data communications using modern troubleshooting tools is required
• Cisco and Gilat Certifications are preferable for this position (i.e. CCNA and/or equivalent in RF, VSAT systems and applications)
• Possesses documentation skills required for SOW's, RFP's, design and planning documents, etc.

It would be nice if you had:

• ITIL certification
• ServiceNow certification
• CCNP Cisco Certified Network Professional

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.