7 Sep 2018

Full-Time Global Support Engineer- (Great for College Graduates)

SES Networks – Posted by JustinManassas, Virginia, United States

ses logo

Job Description

ROLE DESCRIPTION SUMMARY

The Global Support Engineer is a key member of the SES Networks’ Operations team providing engineering support to our customers both internally and externally. The Global Support Engineer is responsible for the monitoring, reporting, restoration and analysis of our global customer services and infrastructure on a 24 x 7 basis.  The Global Support engineer will form part of a team made up of highly skilled and experienced engineers from multiple communications technology disciplines, using industry best practice methodologies to support our customers solutions and services.

PRIMARY RESPONSIBILITIES / KEY RESULT AREAS

  • Pro-actively monitor our global customer services and infrastructure
  • Take ownership of customer issues through to resolution
  • Analyse events and trends from multiple systems to diagnose and restore customer services
  • Initiate, update and resolve records clearly and concisely, following standards and processes
  • Troubleshoot and identify solutions to resolve customer issues using best practise methodologies
  • Follow standard procedures for escalation of unresolved Incidents to the appropriate internal teams and or management
  • Provide prompt and accurate feedback to customers
  • Prepare accurate and timely reports
  • Document knowledge in the form of knowledge articles to form part of our knowledge management system

COMPETENCIES

  •  Strong customer service skills
  •  Excellent troubleshooting and resolution skills
  •  Good communication skills, both in writing and verbal
  •  Ability to articulate complex technical issues in business terms
  •  Ability to work in a time-critical environment
  •  Ability to work independently, as well as part of a team
  •  Sense of urgency, and initiative to get things done
  •  Resourcefulness in getting the job done by working through or around challenges and obstacles
  •  Polite and professional engagement with customers under all circumstances

QUALIFICATION & EXPERIENCE

  • BS in Engineering, Computer Science or the equivalent combination of education, technical certifications/training
  • Experience with ITIL aligned Incident/Problem/Event/Change management processes
  • Good knowledge of enterprise-class IP Network infrastructure
  • Demonstrated understanding of BGP, OSPF and MPLS, Layer 2/3 VPNs and IPsec
  • Network analysis and experience using TCP/IP, SNMP, NTP, DNS, SSH, etc.
  • Knowledge and experience of QoS (Quality of Service) and QoE (Quality of Experience)
  • Experience of working with enterprise level network M&C systems and network analysis systems
  • Familiarity with the MX, SRX, EX Juniper product lines is an advantage
  • Experience with Unix/Linux systems administration and creation shell scripts is an advantage
  • Juniper certifications and experience preferred e.g. JNCIA / JNCIS / JNCIP
  • Cisco certifications, e.g. CCNA / CCNP
  • Reliable employment history with an emphasis on career development and contribution.
  • Ability to work 12-hour shifts

SES is an Equal Opportunity and Affirmative Action Employer.

How to Apply

Contact: Gail Glassmoyer @

Gail.Glassmoyer@o3bnetworks.com

Job Categories: Engineering. Job Types: Full-Time. Job Tags: College Graduates, engineering, Global Support, SEC Network, and Support Engineer. Salary: 40,000 - 60,000.

410 total views, 2 today

Apply for this Job