Technician II, Network Operations Center SeaMobile
THIS JOB HAS EXPIRED GENERAL PURPOSE: The Technician II is responsible for pro-active network management of all customer related systems; iDirect hub, iDirect remote, VSAT system, RF chain and all associated MTN services. The Technician II will have responsibility for routine interaction with MTN customers aboard ships at sea, various remote locations and headquarters personnel. The Technician II will receive and process trouble calls, generate trouble tickets, provide 2nd level troubleshooting support and coordinate corrective actions between technical operations staff and the customer.
o Provide superior customer service via phone and email for customer inquiries and complaints of communications or equipment difficulties
o Follow published standard operating procedures for opening, escalating and closing trouble calls using management information databases and logical troubleshooting techniques.
o Provide 1st and 2nd level support on MTNs products and services
o Document all network outages and solutions, in accordance to the established SOP
o Maintain the configurations of all hub and customer host equipment.
o Coordinate satellite channel assignment cutovers between earth stations, service technicians and the customer.
o Be knowledgeable and capable of using alternate procedures and processes for restoring communications during primary path outages.
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 Reconfiguration of electronic equipment, software, hardware and wiring of individual circuits
o Coordinate and record new circuit activations and deactivations including but not limited to operational parameters, testing, documentation and implementation.
o Remain current with regard to skills on all supported products and services
o Identify and escalate priority issues
o Follow up customer calls / emails when necessary
o Maintain a professional and courteous demeanor when dealing with MTN customers.
o Other duties as may be assigned.
NATURE OF WORK CONTACTS: This position reports to the Manager, Network Operations Center. There will be heavy interaction with customers via telephone. The NOC Technician II will routinely interact with MTN personnel, Field Operations, Data Services and Sales departments.
TRAINING AND QUALIFICATIONS:
o Associates degree in electronics, math or computer science and/or 3 years equivalent job experience.
o Minimum of 1 year experience in RF, VSAT and iDirect (iMonitor and iBuilder a must)
o Able to use general test equipment; such as, spectrum analyzers, oscilloscopes, etc.
o Must have a strong command of the English language and be able to communicate with clarity via telephone and email.
o Must be proficient in the Microsoft Office Suite (Word, Excel, Outlook, etc..)
o Demonstrated strong interpersonal skills necessary to elicit cooperation and support from others, and interact effectively with coworkers and management
o Able to maintain a professional demeanor in a highly demanding environment
o Bilingual preferred (English mandatory; second language Spanish, Chinese, Arabic or French)
o SeaTel Certified preferred
o iDirect Basic IOM preferred
o Basic networking experience required
PHYSICAL/SENSORY DEMANDS: PC and heavy telephone use. Rotating shifts including weekend & evening schedules. Some travel may be required.
||MIRAMAR, FL |
THIS JOB HAS EXPIRED