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, NOC Mobility
United States - Manassas, Virginia
Role Description Summary
SES has implemented a new global satellite and terrestrial communication solution in conjunction with strategic aeronautical and maritime partners to provide high-speed data services to commercial airline and maritime customers. This new solution enables SES to set a new standard in end-to-end mobile data connectivity and services, and deliver “home equivalent” media and broadband experiences to passengers at sea and in the air.
Any such solution will require a world-class Network Operations Center with capabilities to support in-depth delivery of end-to-end services in a highly demanding, real-time, 24/7 365 Satellite/IP environment. This Network Operations Center will be staffed by highly technical, customer-facing support personnel with a wide-ranging skillset. They will implement, maintain, and enhance the telecommunication network, systems and equipment. The position analyzes existing networks and equipment and identifies opportunities for improvement. They will develop solutions that meet the business’s requirements.
As the incumbent, you have the primarily responsibility to work in a high-pressure NOC environment managing real-time customer support tickets through to resolution according to SES’s internal escalation and Change Management process. You will work closely with customer and internal technical teams across disciplines to effect real ownership of the customer’s service. It is required that you have knowledge of IP networking, satellite communications, and multiple IP data mobility platforms including iDirect, Comtech, HNS, Gilat, Newtec, and other similar systems.
Primary Responsibilities / Key Result Areas
Perform Level-1/2 support to all mobility customers in a 24/7 environment
Responsible for ownership of all tickets and open support items
Triage and escalation of items according to severity
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
Liase with other technical teams to ensure all procedures, training, checklists, workarounds, etc. remain complete and relevant
Liaise (and maintain technical knowledge on par with) external teams in IT, Gateway Services, Sales Engineering, Asset Management, Payload Management, and other level 3 teams as required to manage the tickets
Engage with vendors/partners to understand and enhance such escalations requiring partner/vendor interfacing
Resolve issues quickly and correctly and ensure that no items remain open beyond the maximum time required to address the root cause
Document and maintain a lessons-learned database and ensure a constant culture of improvement.
Document knowledge in the form of knowledge articles to form part of our knowledge management system
Provide team leadership and organization for the team
Professional written and verbal communications with SES's global customers with the ability to provide detail at both the technical and management levels
Strong engineering and technical knowledge of IP satellite delivery
Outstanding and highly mature interpersonal communication skills
Ability to work efficiently and effectively in a high-pressure NOC environment
Superior organizational skills and follow-through
Flexible, problem-solving mindset and ability to engage on creative problem-solving issues
Outstanding problem solving skills
Ability to deal with multi-disciplinary stakeholders (technical, finance, commercial, legal)
Qualification & Experience
Bachelor’s Degree in Engineering, Telecommunications, or related field.
Demonstrated experience in Data Mobility products
Minimum 5 years of experience in the satellite, (or 5+ years in telecommunications), or similar technical industry handling incidents
Experience troubleshooting RF systems with stabilized antenna platforms (Seatel, Orbit, Intellian, KNS, etc.)
Deep knowledge of satellite systems engineering with high level understanding of technical impact on operational effectiveness (capacity allocation flexibility, transponder value, fill rate optimization, link budgeting, RF coordination)
Ability to troubleshoot fiber IFL solution with working knowledge of the different fiber IFL products (i.e. evertz, foxcon etc. is a plus)
IP Networking skills: network design/architecture, network engineering, network operations and management, routing and switching, VOIP, QoS firewalls, servers
Experience performing UDP/TCP network bandwidth performance testing (iPerf or similar)
Experience troubleshooting Networking/IP systems with working knowledge of how to capture traceroutes and to identify network related issues
Working knowledge of Linux based platforms (Centos, Ubuntu, etc)
Solid understanding of GEO HTS technology and satellite ground equipment
Proven ability to work with Data Mobility customers and key stakeholders
Fluency in English. French, German, Spanish and other languages are considered as additional assets
Other Key Requirements / Comments
Flexibility and resiliency to work in a shift environment, including holidays and weekends.
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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