Operations

NOC Service Analyst

Duties and responsibilities:

  • Ensure maximum possible service availability and performance of the NI network and associated equipment.
  • Perform active first and second level troubleshooting of all supported systems for the NOC.
  • Perform remote terminal commissioning during service installation.
  • Monitor and support all RF equipment, network equipment, telephony equipment, T-1/E-1 carrier systems, TCP/IP and VoIP.
  • Proactively monitor the core and customer networks using existing NMS systems to address unreported outages.
  • Maintain updates of assigned trouble tickets on active problems or requests.
  • Manage incident resolution within the shift, reassigning tickets or calls to other technicians as appropriate.
  • Ensure escalation and notification procedures and processes are followed via NI standards.
  • Exercise judgment within defined procedures to achieve timely resolution while maintaining customer satisfaction.
  • Provide direction and guidance to customers and technicians during the trouble-shooting process including but not limited to, remote site equipment problems and issues, installation, testing, verification of satellite link performance, RF communication systems.
  • Ensure clear and concise documentation of work performed is captured in our internal ticketing system.
  • Assist in the Change Management process to insure proper notification of all customers impacting changes are communicated per NI policy.

Qualifications:

  • At least 3 years of progressive experience in the VSAT Telecommunications industry required. 5+ years preferred.
  • Experience in multi-national operations.
  • Offshore oil and gas support experience is a plus
  • Personal Characteristics: problem solving, strategic thinking, confidential and ethical, results driven, customer focus, and a team player.
  • A relevant technical or business degree; any incumbent must be committed to self-development including lifelong learning, regardless of their formal education. Applicable knowledge and experience will suffice in lieu of degree.
  • Strong working knowledge of networking services including routing, switching, wireless technologies, and security.
  • Experience with remote communications (VSAT, microwave), voice and video solutions preferred.
  • iDirect/SCPC/CNC Satellite experience.
  • Inmarsat GX/FX installation & support experience.
  • Newtec MDM Satellite Modem experience.
  • Cisco CCENT or higher preferred.
  • Ability to multitask in a fast-paced environment.
  • Must be extremely customer and quality focused.
  • Professional written and verbal communication.
  • Must possess a valid U.S. driver’s license and maintain a “clean” driving record.
  • A willingness to embrace and live the core values of Network Innovations.

Direct reports:

  • N/A

Communications:

  • Project Management, Installation and Technical/Sales Engineers to hand-over new installations and customers.
  • Product Management team to setup procedures, training and introduction of new services and products and escalation to Tier 3.
  • Sales teams to discuss Service Level Agreements, support issues and special requirements
  • Externally to partners and suppliers.

Working conditions:

This position does have a demand for shift work and/or on-call rotations to meet 24/7 availability requirements.  The selected candidate must be willing to work nights and weekends directly and/or be on-call to meet the 24/7 needs of our customers.  The position operates in a professional office environment and uses standard office equipment and software.

Physical requirements:

An ability to travel occasional.  A valid passport without restrictions.  Sitting and using a computer for extended periods of time.

Disclaimer Statement: This job description lists the essential functions of the position and is not intended to include every job duty and responsibility specific to a position. An employee may be required to perform other related duties not listed above provided that such duties are characteristic of that classification.

Submit all resumes to: Jeremy.Mcrae@networkinv.com 

 

Location

North America/Houston Office