Technician I, Network Operations/Support SeaMobile
THIS JOB HAS EXPIRED DEPARTMENT: Network Operations
EXEMPT/NON-EX: NON-EXEMPT REPORTS TO: Manager of Network Operations/Support
JOB CODE: ST443 LOCATION: Miramar, FL
GENERAL PURPOSE: This position is responsible for routine interaction with MTN customers aboard ships at sea, various
remote locations and staff headquarters? personnel. The Technician I will receive and process trouble calls, generate trouble tickets,
follow troubleshooting scripts, follow-up on open tickets, transfer inbound telephone calls to various departments and follow defined
escalation procedures. The Technician I will add value to the MTN brand by delivering outstanding customer service for both
internal and external customers in alignment with the mission and vision of MTN Satellite Communications.
o Open and/or update trouble tickets for MTN customers reporting communications or equipment difficulties
o Handle difficult/ upset customers with respect and courtesy diffusing stressful encounters with understanding, empathy, and
reassurance that the customer?s issue will be resolved completely and competently
o Able to follow troubleshooting scripts to resolve routine technical issues
o Be knowledgeable and capable of using alternate procedures and processes for restoring communications during primary
o Follow published standard operating procedures for opening, escalating and closing trouble calls using management
information databases and logical troubleshooting techniques.
o Provide remote trouble shooting of shipboard/land fixed/land mobile/stabilized and deployed VSAT systems and terrestrial
o Test, locate and coordinate the repair of basic communications problems by interpreting trouble calls and analyzing circuit
and/or network diagrams using published troubleshooting procedures.
o Generate and publish reports on call statistics, availability and additional administrative functions.
o Provide Level 1 support for all MTN provided products and services.
o Other duties as may be assigned.
NATURE OF WORK CONTACTS: This position reports to the Manager, Network Operations/Support. There will be heavy
interaction with customers via both email and telephone. The NOC Technician I will also routinely interact with MTN Operations
personnel and Sales departments.
TRAINING AND QUALIFICATIONS:
o HS Diploma; Minimum 1 year?s office/customer service experience required
o Proficient in MS Office products
o Must be able to communicate with clarity via telephone and email.
o Must possess good interpersonal skills and be able to contribute positively to team objectives; a team player.
o Able to maintain a professional demeanor in a highly demanding environment
o Bilingual preferred (English mandatory; second language Spanish, French, Chinese or Arabic preferred).
PHYSICAL/SENSORY DEMANDS: PC and heavy telephone use. Rotating shifts including weekend & evening schedules.
Some travel may be required.
Written by: Gregory Hill D
||Miramar, FL |
THIS JOB HAS EXPIRED