Satellite Operations Technician, Tier II (Tampa)

Satellite Operations Technician, Tier II

Location : Tampa, FL, US, 33621

Work Arrangement : Onsite

Contract Type : Ongoing

Position Summary :

The Satellite Operations Center Tier 2 Technician will provide tier 2 and tier 3 satellite communications system and network operations support. Tier 2 and tier 3 level support is considered advanced support which includes quality control (QC) and oversight of iDirect options files, master station log (MSL) entries and Remedy trouble ticket entries. The technician is part of a team that ensures the effective monitoring, control, and configuration of a global satellite communications network including forward deployed satellite earth terminals and embedded network communications equipment. The technician will provide daily operational support for iDirect Technologies hubs and remote systems supporting global TDMA / IP networks. Work may include shift work, including weekends and holidays. The duty schedule will be based on a 40 hour work week (nominally, 5 day work week with 8 hours per day).

Primary & Essential Accountabilities :

• Continuously monitor satellite communications system space segment, terminal, and terrestrial network performance to provide customer tier 2 and tier 3 support as required.
• Resolve customer issues related to broadband IP communication via satellite transmission; support complex systems installations and startup at customer sites.
• Monitor iDirect TDMA equipment configurations and network performance, in real-time, and report conditions and anomalies to the designated team lead.
• Prepare reports on network utilization, performance and activity as required.
• Open and track trouble tickets as required to resolve network or terminal issues.
• Ensure the stable operation of the in-house computer network. This includes planning, developing, installing, configuring, maintaining, supporting, and optimizing all network hardware, software, and communication links. Analyze and resolve end user hardware and software computer problems in a timely and accurate manner, and provide end user training where required
• Ensure network connectivity of all workstations
• Oversee the management of all network hardware and equipment
• Oversee the installation, maintenance and upgrade of software, equipment and cabling for telecommunications systems, digital communications systems, and LAN communications and systems
• Perform on-site analysis, diagnosis, and resolution of complex network problems for end users, and recommend and implement corrective solutions
• Develop, implement and maintain policies, procedures and associated training plans for network resource administration, appropriate use, and disaster recovery
• Participate in the development of service level agreements and ensure compliance
• Conduct research on network products, services, protocols, and standards in support of network procurement and development efforts
• Interact with vendors, outsourcers, and contractors to secure network products and services
• Oversee the management of security solutions
• Responsible for proactively managing network performance by analyzing and correcting issues as identified, and regularly reporting critical metrics and issues to management
• Aid in the development and testing business continuity and disaster recovery plans, and maintain current knowledge of plan executables
• Respond to emergency network outages in accordance with business continuity and disaster recovery plans
• Administer and maintain end user accounts, permissions, and access rights
• Responsible for scheduling and monitoring backup jobs for problems, analyzing and correcting identified issues.
• Perform network asset management, including maintenance of network component inventory and vendor support contracts
• Perform network and security audits
• Collaborate with executive management and department leaders to assess near- and long-term network capacity needs to meet business objectives, while maintaining the security and integrity of the data, system and network
• Develop project plans, provide direction and coordinate project activities associated with the installation, evaluation, implementation, and maintenance of business solutions and when required, manage a small project team to implement chosen solutions that require Information Technology expertise
• Review and monitor the progress of projects to ensure accuracy and timeliness and provide periodic reports to management
• Provide functional direction and technical expertise to less experienced personnel
• Prepare, coordinate and support user training and documentation and provide technical assistance for post-implementation support issues
• Provide service desk and technical support to users
• Devise solutions to system-related problems and issues through coordination with users, other system analysts or engineers to assess and identify probable conflicts and investigate diverse data elements and sources
• Work with management to define appropriate standards, policies, procedures, software tool sets, and supporting peripherals to facilitate the management, accountability, functionality, and security of systems
• Provide ongoing trend analysis for determining current needs and future resource requirements
• Support, communicate, reinforce and defend the mission, values and culture of the organization
• Isolate and correct network faults using network management tools (iMonitor, iBuilder, and Solarwinds).
• Manage service restoration activities and track / update trouble ticketing system (Remedy).
• Provide status reports to customers and management personnel.
• Provide testing and implementation support of new software releases for deployed network equipment.
• Analyze, troubleshoot and resolve product related issues resulting from installation, software and hardware upgrades, configuration changes, equipment integration or testing.
• Maintain timely and accurate helpdesk records using the ticket management system
• Assist with the detailed project planning efforts on larger projects, and may act as a project manager on smaller efforts
• May review proposals, including gathering facts, analyzing data and preparing project overview to compare alternatives
• Provide technical input to the development of Information Technology project planning
• Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations
• Show initiative in constantly reassessing business requirements and make suggestions that proactively address changing business needs
• Protect organization's value by preserving the confidentiality of information

Required Qualifications :

Preferred Qualifications :

SES Space & Defense is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.