(13R-018) NOC ENGINEER RigNet
Reports To: NOC Infrastructure Manager
Location: NOC Fannin Office Houston, TX
Purpose of Job:
Primary responsibility of the NOC Engineering Team is to ensure the continued Integrity, Stability and Security of the customer network. The NOC Engineering Team is a level 3 escalation resource within the NOC. The NOC Engineer is also the primary interface with the Regional Area Engineering Teams, helping to facilitate a fluid transfer of information for service restoration.
Essential Job Functions and Performance Standards:
Processes & Procedures
To ensure maximum possible service availability and performance of the RigNet network.
Perform active third level troubleshooting escalation incidents.
Assist with proactive monitoring of all NMS systems for new unreported outages.
Maintain integrity and functionality of various systems utilized but the NOC.
Maintain updates of assigned trouble tickets on active problems.
Ensure escalation and notification procedures and processes are followed via RigNet 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.
Ensure documentation of work and processes performed in the trouble ticket.
To assist in the Incident/Change Management processes to insure proper notification to all customers is communicated per NOC policy.
Responsible for the technical coaching and mentoring the shift teams concerning the day to day duties.
Key member of the training team for the rest of the NOC.
Support NOC operations as needed to meet overall department objectives
Other duties as determined by management
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is moderate. This job requires working in a business office with computers, printers, and light traffic.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
B.S. Degree or equivalent in industry experience.
At least 7 years? experience troubleshooting and maintaining service provider networks.
Strong knowledge and proven hardware experience: Cisco routers & switches, Cisco ASA Security Appliances, Cisco Unified Call Manager, iDirect satellite communications equipment, Comtech satellite communications equipment.
Strong knowledge in service provider technologies: Advanced routing protocols (MPLS, EIGRP, OSPF), Asymmetric SCPC satellite communications networks, TDMA satellite communications networks.
Strong communications skills, written and verbal. It is imperative this candidate communicate in a concise and effective manner.
Resourceful. This candidate must always ?think on their feet? and use any and all resources available to find a solution to a problem.
Strong knowledge and proven troubleshooting experience: OSI model, satellite communications theory of operation.
Must be able to effectively direct personnel in emergency situations
Health, Safety and Quality:
RigNet expects all its employees to follow procedures and take an interest in continuously improving the quality of each individual job and the overall service provided by RigNet through the quality program, Process Assurance for Competitive Excellence (PACE).
As a minimum the employee must:
Take precaution in order to prevent harm to themselves
Consider the potential for harm to others or the environment that may be caused by their acts or omissions
Work in accordance with information and training provided
Refrain from intentionally misusing or recklessly interfering with anything that has been provided for Health, Safety and Environmental reasons
Report any hazardous defects in equipment and workplace, or shortcomings in the existing controls, to a responsible person without delay
Not undertake any task for which authorization and / or training has not been given
Follow relevant quality procedures
Working conditions are normal for an office environment. Work may require occasional overnight travel and weekend and/or evening work.
||1880 South Dairy Ashford |
Houston, TX 77077