Tier 1 Technical Support

Reference # : 19-03052
Title : Tier 1 Technical Support
Location : Cary, NC
Position Type : Contract
Experience Level :
Start Date / End Date : 10/14/2019 / 10/13/2020
Description
Responsibilities

This position is responsible for Tier I monitoring and initial triage in a Satellite network operations center environment that typically links to numerous computer platforms, operating systems and network topologies. Additionally, the engineer is responsible for customer support of complex and diverse systems in a 7 X 24 environment. Work will be required on all shifts (1st, 2nd and 3rd), weekday, weekends, evenings and Holidays as needed.

Engineer will be responsible for the following tasks:
Proactive Monitoring and directing repair activities for Very Small-Aperture terminals (VSAT) networks to identify and resolve network anomalies and faults. Operates, align antennas, conduct cross polarization (x-pol) performance tests, and performs unit and direct support maintenance on satellite communications equipment and associated devices.
Engineer will provide technical assistance to Telecommunication field & vendor technicians, and operations center personnel, which are engaged in the day to day operation of maintenance of satellite communication systems.

Engineer will respond and perform Tier I triage of the network alarms utilizing the available network tools and systems. Create customer trouble tickets on outages identified via network management systems and tools. Test and isolate circuit issues using Telecommunication tools/Telco local loop, and customer in-house wiring. Test and repair hardware issues in the customer WAN/LAN environment. Coordinate multiple vendor dispatches for repair at customer premise. Provide customer status of ongoing issues; communicate via phone/email/ticket notes with customer POCs.

Engineer will handle calls from internal/external customers in an ACD environment. The engineer will work to ensure network and network management environment is reliable to meet predefined service levels.
Qualifications
Engineer must have 3 -7 years previous Satellite experience and/or experience working with Internet Protocols; possess excellent communication skills both written and verbal. Military Satellite Experience highly desired along with Cisco/Juniper Certification is desirable too.
Requirements:
3 + years Satellite and IP Networking experience
Preferably military satellite experience
Experience with iDirect, ViaSat, or other satellite vendor systems or VSAT Certification
Experience with Cisco/Juniper routers and switches
Experience with Multicast over MPLS Networks
Must be flexible to work in a 7 X 24 environment across all shifts including weekends and holidays.
ITIL Foundation Certificate preferred or be able to obtain within 12 months of hiring.