Technician, Network Operations (JNOC)

ROLE DESCRIPTION SUMMARY

Join a forward-thinking team dedicated to transforming customer experience by developing and launching innovative products and services that leverage global, boundary-free connectivity. We go beyond the traditional satellite industry and broader communications landscape to redefine what's possible.

Aligned with SES’s vision, we are shaping next-generation solutions that deliver the performance, features, and flexibility needed to unlock new markets, generate fresh revenue streams, and ensure secure, reliable communications worldwide. To achieve this, we’re seeking bold, visionary thinkers to help drive our legacy of innovation into the future.

As a NOC Technician, you will provide technical expertise and troubleshooting in support of our mixed vendor Satellite and IP based Broadband Platform network. This technician will also need to have an immense focus on resolution of customer service issues while maintaining 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 troubleshooting, analysis, routine monitoring and system status checks to identify and resolve service interruptions. This role demands in-depth technical analysis, professional communication, and exceptional customer service in both English and Japanese.

Are you up to the challenge?

• ​​ Provide operational support and timely response of phone calls and emails through the triage process. Matters include but not limited to; customer terminal accesses, carrier measurements, peak/pols and compression test and internal/external customer notifications in both languages (English and Japanese).
• ​ Interface and coordinate troubleshooting efforts with other company and partner facilities to resolve service disruptions.
• ​ Utilize tools to interpret and troubleshoot basic RF and IP based networks.
• ​ Timely identify, update and escalate service issues as needed to determine alternate routing, emergency restoral procedures and resolve of service discrepancies.
• ​ Respond in a timely manner to incoming customer calls / emails with professionalism (Japanese & English).
• ​ Participate in routine daily operational activities and alarm monitoring, with the goal of eliminating/mitigating any operational impact to customers.
• ​ Monitor full-time managed services as well as teleport RF based Platform Hub equipment, and associated ground systems.
• ​ Perform troubleshooting for all full-time services while consistently following established processes and procedures.
• ​ Assist with the monitoring and execution all maintenance coordination activities, including troubleshooting Platform and IP routing as necessary.
• ​ Work closely with customers to maintain all service level agreements and resolve any RF, teleport and managed service trouble issues.
• ​ Create and review trouble tickets for all full-time services, RF interference issues or circuit events to ensure accurate documentation is maintained and all follow up actions are completed.
• ​ Escalate and report on service issue corrective measures to the Management team.
• ​ Participate in the on-boarding of new systems, assist with satellite transition activities and assist with projects within the organization.

You should definitely have

• ​​ A high school diploma or vocational school graduate.
• ​ At least three years of commercial experience in a broadcast and/or data environment.
• ​ Current working knowledge of satellite, fiber, data and/or broadcast related equipment.
• ​ Must be able to work 24 X 7 rotating shifts, consistently demonstrate the ability to follow company guidelines in making decisions under stressful conditions in a multi-tasking work environment.
• ​ Must be able to proficiently convey technical issues equally to skilled and unskilled individuals.
• ​ Must have experience working in a bilingual environment with written/verbal skills in Japanese as the primary language and English as the second language.
• ​ Must have and 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 have basic 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

• ​​ Basic RF and IP Networking
• ​ Linux Command Line Knowledge
• ​ Cisco and/or Gilat related certification is desirable.

SES and its Affiliated Companies are committed to providing fair and equal employment opportunities to all. We are an Equal Opportunity 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.

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