Technician, Platform Operations

ROLE DESCRIPTION SUMMARY

SES provides broadband platform solutions across a diverse range of satellite services, including aviation, maritime, cellular backhaul, and enterprise networking. As part of this role, the team member will be expected to support SES customers operating within these specialized environments and escalate issues to appropriate internal or external teams as needed. When required, this individual will coordinate and facilitate troubleshooting sessions involving SES customers, technology partners, and vendors to ensure timely resolution and service continuity.

The NOC Technician role is in a 24x7x365 office environment. This individual will be working in an operations environment responding to emails and answering phone calls to support satellite and IP-based broadband platforms offerings. The ideal candidate will be familiar with the demands and expectations of working in an operations center and will be knowledgeable of radio frequency (RF) and satellite broadband platforms technology.

This team member will be responsible for monitoring, troubleshooting, and resolving service issues across a global network of terminals and will work closely with internal teams to ensure customer needs and external service levels are met.

The role is focused on supporting the SES customer base and requires strong communication skills, with a customer-first mindset. This role also requires a candidate with written and verbal fluency in English.

PRIMARY RESPONSIBILITIES / KEY RESULT AREAS

• Support customer calls and requests in English


• Perform triage and troubleshooting of service interruptions, alarms, and performance issues across satellite and IP-based platforms.


• Monitor and manage full-time services and teleport RF-based hub equipment.


• Stay up to date on new technology, tools and applications that are used to provide the assistance needed for customer requests


• Must exhibit sense of urgency to complete customer requests in a timely manner and engage internal support teams to take over troubleshooting in the event of a customer impacting issue


• Ensure compliance with SES standards practices and processes


• Execute change management activities in accordance with ITIL standards.


• Maintain accurate documentation of incidents, changes, and resolutions.


• Incorporate and leverage industry best practices while maintaining alignment with Intelsat goals and capabilities


• Must be able to maintain customer privacy in compliance with all applicable laws


• Able to successfully navigate and use Microsoft Office Suite products


• Manage positive relationships with customers to ensure customer retention


• Excellent written and oral communication skills


• Must be able to meet set expectations for call center metrics and customer turnaround times


• Escalate customer reported technical service issues or requests to the appropriate NOC vertical team


• Maintain accurate information and data in appropriate systems by tracking and capturing information and data


• Ability to operate in a team environment cross functionally where employees constantly provide support to each other


• Flexible and adaptive to change

COMPETENCIES

• Customer communications - serves as the primary liaison for SES customers, ensuring clear, professional, and proactive communications


• Language skills - Provides multilingual support in English


• Technical acumen - Strong understanding of satellite RF systems, IP networking, and broadband platforms (e. g. , Gilat SkyEdge ).


• Problem solving - Demonstrated ability to analyze, troubleshoot, and resolve technical issues independently and under pressure.


• Team collaboration - Works closely with multiple NOC technical verticals, vendors and customers to coordinate support efforts


• Adaptability - Thrives in a dynamic, shift-based environment and embraces change with a positive attitude.

QUALIFICATIONS & EXPERIENCE

• Written and verbal fluency in English


• High School Diploma or GED required


• Minimum 1 year of experience in satellite communications and IP-based broadband platforms


• 1 - 2 years proven customer service including relevant experience or equivalent education experience


• Familiarity with RF theory and network management systems.


• High aptitude for Networking and troubleshooting


• Familiarity with RF theory and network management systems.


• Demonstrated ability to organize and manage multiple priorities


• Possess problem analysis and problem resolution skills


• Strong organizational, interpersonal, and communication skills


• Ability to work independently and make decisions under pressure


• Proficiency in reading and interpreting technical documentation and equipment manuals


• Must be available to work rotating shifts

OTHER KEY REQUIREMENTS / COMMENTS

• Experience working with Network Operation Centers is a plus


• Experience with ServiceNow, Juniper/Cisco environments, and API-based tools is a plus.