- Provide first point of contact for technical assistance to Isotropic Networks' clients and partners in support of Isotropic's satellite services, networks, and related equipment.
- Remotely monitoring Very Small Aperture Terminal (VSAT) systems and terrestrial networks for failure or errors in performance.
- Addressing concerns and resolving technical issues via telephone, e-mail message, and chat services. Generating trouble tickets and documenting change requests to record and track interactions and actions.
- Responding to automated monitoring notifications, providing reports to customers and participating on process improvement initiatives.
- Answer incoming customer questions or concerns; research any needed issues; and take full ownership for responding back to customers with a resolution to their problem within the time limit specified by company policy.
- Create performance reports for customer systems and services.
- Assist in the installation, operation, and maintenance of earth station, VSATs, and associated equipment.
- Executes customer-initiated 'Service Configuration Requests' based on Isotropic processes and practices.
- Monitor equipment operation and performance histories to ensure associated equipment is properly functioning and operating as designed.
- Respond to all customer inquiries through excellent rapport & confidence, identifying their needs, and taking strategic action in a timely manner.
- Use of Isotropic and other vendor software to identify and troubleshoot client's technical issues accurately and in a timely manner.
- Handling sensitive or confidential customer data in a professional, responsible manner.
- Aiming to resolve issues on the first interaction by being proactive and demonstrating advanced product knowledge.
- Completing any special project assignments and assisting in other areas during lower customer contact periods.
- Other duties as assigned by Isotropic management.
- Basic understanding of Internet Protocol addressing.
- Knowledge of configuring NAT and VLAN.
- Experience with operating network management tools and understanding network reporting.
- High level of understanding of troubleshooting methodologies.
- Ability to work off hours, weekends, or night shifts as required to support a 24 x 7 network operations center (NOC).
- Exceptional interpersonal, communication, initiative, and leadership abilities.
- Effective analytical, planning, organizational, and documentation skills.
- Team player along with the ability to multitask and work in a stand-alone capacity.
- Ability to analyze information and evaluate results to choose the best solution and to solve problems that are identified.
- Able to interpret information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events based on logical analysis.
- The ability to communicate and understand complex information and ideas.
- Excellent oral/written communication and soft skills are required for providing information to colleagues and clients by telephone, in written form, e-mail, or in person.
- Critical thinking skills and adaptation in complex situations that drive decision making processes producing successful outcomes.
- Continuously demonstrate a high sense of urgency, with the ability to perform under pressure.
- Candidate must enjoy being part of a close-knit team and helping co-workers succeed.
- H.S. Diploma
- Technical Schools (Civilian/Military, SATCOM)
- Associate of Science/Art, Computer Science, Networks, etc.
- Experience with MS Office Suite
- Relevant VSAT Experience (will train in-house)
- Call center and/or tech support experience
- Prolonged periods of sitting at a desk and working on a computer
- Must be able to lift up to 50lbs at a time
- Must be able to use both hands
- Repetitive finger motion/computer use
- Must be able to have close and distant vision
- Must be able to crawl in small spaces
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Network Operations Center Technician - Murdock, United States - Isotropic Network
5 days ago
Description
Job Description
Job DescriptionMission StatementConnecting the Planet – Isotropic Networks is a Global Provider of Satellite Internet Services.
Position Description
The Network Operations Center – Technician is a full-time, entry-level position at Isotropic Networks. The position is located at the company's facility in Murdock, NE. The work schedule may include Weekends, Holidays, Night Shift, Overtime, and Travel (<20%).
Responsibilities
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