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Intelsat

Compare

3.6

based on 12 Reviews

1 Intelsat Job

Technician , Network Operations

Intelsat

3.6

based on 12 Reviews

0-1 years

Chennai

1 vacancy

Technician , Network Operations

Intelsat

posted 3y ago

Job Role Insights

Fixed timing

Key skills for the job

Customer Service Telecom Operations Performance Testing CCTV Monitoring Troubleshooting

+ 4 more

Job Description

As a NOC Technician, you will be responsible for receiving and replying to incoming calls and emails to coordinate and schedule services on behalf of customers. In this position you will provide support for Radio Frequency (RF) issues, Occasional Use (OU), and full-time managed services, as well as an intermediate level of troubleshooting for the resolution of customer service issues. 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 troubleshooting, analysis, routine monitoring and system status checks to identify and resolve, service interruptions. In this role, you will help provide input for the development of operational procedures; training material and assist in the contribution to significant departmental projects.

Are you up to the challenge 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.

Assist with the tracking and execution of maintenance activities. Utilize tools and demonstrate exceptional proficiency to troubleshoot RF service issues. Act as the primary customer contact for 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.

Create and review trouble tickets for RF interference issues to ensure accurate documentation and all follow up actions are completed.

Escalate and report on service issue corrective measures to the Network Operations Management team. Coach, mentor and train staff members. Conduct process reviews and provide tool development input to improve customer service delivery. Provide coverage of the Manager / Principal Technician responsibilities during his/her absence. Can you drive these processes Perform job responsibilities consistently and provide a high level of professional, quality customer service at all times. Provide input to improve tools, develop training materials, processes and procedures. Participate and provide Operations with on-call support. Perform other duties as assigned by the team lead and management. You should definitely have: High school or vocational school completed.

At least one year of commercial experience in satellite communications, with three years preferred (or an equivalent combination of education and experience).

Strong working knowledge of satellite telecommunications related equipment. Proficient knowledge of video broadcast technology and digital compression desired. Maintain a broad knowledge of Intelsat offered products and services.

Ability to work 7 X 24 rotating shifts, be capable of following company guidelines in making decisions under stressful conditions in a multi-tasking work environment.

Aptitude to convey technical issues equally to skilled and unskilled individuals.

Unfailingly display exceptional 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 some supervision.

Proficient 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:

Employment Type: Full Time, Permanent

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