Monitor and manage the NextGen HughesNet service
Work in one of the most complex communications networks and as a member of the team will be responsible for 99.99% system uptime with zero defects.
Respond to audible and visual alarms by taking ownership, creating trouble-tickets, trouble-shooting the causes, and escalating accordingly.
Provide telephone support and respond to support requests from the consumer call centers, Enterprise customers, Enterprise help desks, and several internal HNS support teams.
Proactively identify issues, creating tickets to ensure that all details are captured accurately, follow escalation procedures as documented, use the notification system in order to effectively communicate issues to customer service and upper management, and trouble-shoot the events in a short time frame.
Create procedures if they do not exist, update procedures, creating training presentations to peers, and administer the training session so that others can learn.
The work schedule WILL include weekends, holidays and shift rotations (1st, 2nd, 3rd, and split shifts). The employee must be flexible enough to change shift schedules quickly and without reservation.
4 or more years of customer service experience in a network operation environment with solid skills in networking and network security
4 or more years of experience with TCP/IP, as well as, Windows OS and MS Office suite
AA degree or technical certifications
Experience with Linux/Unix
Knowledge of satellite technology and terrestrial technology (i.e. DSL, WIFI, Cable)
Must have strong attention to details skills to perform daily tasks in this role to include: process requests from the task in-box on a daily basis, implement various defined changes as requested from various support teams and enforce the change control procedures.
Flexible to work varying shifts (1st, 2nd, 3rd, or a mixed) in a high stress environment.
Quick learner, must have initiative, and be able to work in a team environment.
Must be able to change priorities quickly and multi-tasking is expected.