NOC Technician III

REQ: REQ-112023 Operations

  • Houston, TX, United States
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Network Operations Center (NOC) Technician III

ITC Global, Inc.

JOB SUMMARY

 

The NOC Technician III is primarily responsible to provide real-time service and user support for VSAT Customers in the Energy, Mining, and Maritime industries that use our remote-based technology systems.  Monitors and manages the IT infrastructure and proactively addresses network issues as they are discovered and not waiting for notification by the client. As needed performs troubleshooting, escalates problems when appropriate, and communicates service interruption information.

To be successful in this role, incumbents must be able to quickly resolve Tier 2 and Tier 3 issues with the client in a high-quality manner or be able to reasonably elevate issues to Engineering as deemed appropriate and in an efficient manner.

 

MAJOR RESPONSIBILITIES

Monitoring the Network

  • Monitor Network Monitor System(s) for faults and alerts and respond to problems according to provided documented procedures.
  • Open, update, and close Trouble Tickets, including information in the Accounting, Equipment, Document Area, Contact Information, and Assets tabs as needed.
  • Provide timely and detailed documentation in ticket system.
  • Create, respond, and escalate tickets as necessary to the proper support groups.
  • Ensure compliance with system procedures.
  • Troubleshoot the global beam-switching iDirect network, identifying and resolving remote issues.
  • May lead the efforts with field technicians and local management to assist in the resolution of equipment and/or network level outages.
  • Maintain and upgrade current IP network and satellite hardware.
  • Systems administration including setting up user accounts, passwords and privileges on IP PBXs, client portals, web filter/firewalls, NMS system.
  • Document and testing of VSAT, IP and IP telephony system installations as required.
  • Customer Service
  • Assist in the resolution of support issues to decrease downtime and to bring about high levels of satisfaction to each customer.
  • Work with service providers and with management to ensure resolution of escalated technical problems.
  • May lead and mentor junior members.
  • Provide on-call 24/7/365 support for production systems, services & infrastructure
  • Will act as technical liaison between the customer, service providers, and management in order to ensure proper service levels are being met.

 

 

KNOWLEDGE/SKILL REQUIREMENTS

  • Ability to speak and write fluently in English and French is a must.
  • Advanced computer skills in Microsoft Office suite.
  • Good understanding of cultural sensitivities in the areas of work
  • Network equipment, routing or switching experience
  • Cisco training – CCNA or CCNP qualifications preferred.
  • Training in IP routing, switching, security and VOIP is preferred.
  • Exceptional customer service skills driven to exceed customer expectations.
  • Extensive experience in iDirect satellite networks, to include building global option files. Beam-switching experience required.
  • Stabilized antenna systems experience, specifically with SeaTel and Intellian systems.
  • Detail oriented individual with proven ability to prioritize and complete multiple tasks concurrently and within deadlines.
  • Ability to offer creative solutions and resourceful problem-solving skills.
  • Energetic self-starter with the ability to work in a fast-paced environment. Must have flexibility of working extended hours, weekends, holidays, on call and in remote and harsh environments.
  • In addition to independent qualities, the ability to work well as part of a regional/global and virtual teams across multiple geographies/vertical markets.
  • Well organized, effective written, verbal and presentation skills.
  • Ability to promote and encourage teamwork and to implement and maintain company standards at all levels to ensure the highest level of service for our customers.

 

 

EDUCATION/EXPERIENCE REQUIREMENTS

Education Requirements

  • Recognized technical qualification or relevant experience. (In U.S., Associates Degree in IT, Telecommunications, Communications is preferred or equivalent military education and experience.)
  • Working Experience
  • 4+ years’ experience working in a Network Operations Center.
  • 4+ years’ experience with iDirect and/or stabilized antenna systems.
  • All necessary Certifications achieved.
  • Working Conditions/Physical Elements
  • Ability to lift in excess of 20lbs and pass a physical exam as required.
  • Flexible work hours to support the department as needed.

Language Requirements

  • Ability to speak and write fluently in English and French is a must.

ITC Global, Inc is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, and any other characteristic protected by law or company policy. All qualified individuals are required to perform the essential functions of the job with or without reasonable accommodation. Pre-employment drug testing is required for safety-sensitive positions or as may otherwise be required by contract or law. Due to the high volume of responses, we will only be able to respond to candidates of interest. All candidates must have valid authorization to work in the U.S. Thank you for your interest in Panasonic Corporation of North America.

 

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REQ: REQ-112023 Operations

  • Houston, TX, United States
Apply Apply

As a global policy, Panasonic does not recognize resumes or other application materials submitted from staffing agencies and search firms outside of our system. Therefore, please do not submit resumes or other application materials through the external Panasonic web site or directly to our employees. Any resumes or other application materials submitted through the external web site or directly to employees of Panasonic or any of its subsidiaries or affiliates will not be eligible for any agency fee, and the resume and other application materials will be added to our database for direct recruitment.

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