Operations

VSAT Systems Expert – Team Lead

Duties and responsibilities:

  • Support full network infrastructure life cycle including but not limited to design, implementation, and maintenance.
  • Assist in building & maintaining teleport infrastructure.
  • Responsible for all activities from installation to successful commissioning of service within NI Teleport facilities.
  • Constantly improve technical solution to reduce cost, improve quality and increase capabilities and performance.
  • Ensure that any technical issues are solved and that improvements are implemented to avoid reoccurrence.
  • Perform field installation and service of satellite, voice and data networks both offshore and onshore.
  • Perform remote support to resolve any service issues within committed response time through a rotating on/off-call schedule or variable shift schedule.
  • Ensure quality, consistent service is delivered; take action when deficiencies are found.
  • Advocate change when needed; develop and improve processes/procedures, guidelines, best practices, documentation, technical solutions, etc. (Facilitate Service Delivery).
  • Identify & remedy training needs for the support team, through internal resources and vendors/providers alike.
  • Ensure adequate support coverage through shift scheduling & on-call rotations as needed.
  • Daily/Weekly/Monthly case reviews to ensure SLA adherence and proper technical/management escalations are met.
  • Conduct performance reviews and provide constant feedback to team members.

Qualifications:

  • At least 7 years of progressive experience in the VSAT Telecommunications industry including at least five years of customer service and support experience
  • Experience in multi-national operations.
  • 5+ years of offshore oil and gas project delivery & support experience.
  • 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.
  • Leadership and management experience in a support environment.
  • 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.
  • Link Budget experience.
  • TCP/IP, Routing (OSPF, BGP, EIGRP).
  • CCNA and MCP or equivalent experience preferred.
  • Capable of making and defending/supporting technical and business recommendations
  • Comprehensive knowledge of network engineering tools and technologies.
  • Ability to manage multiple difficult and complex assignments.
  • Must be extremely customer and quality focused.
  • Exceptional 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:

  • Service Analysts
  • Systems Experts

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.

Send Resumes to: jeremy.mcrae@networkinv.com

Location

North America/ House Office