Agent, IT Site Support
Manassas, VA

Job Description

About us: It's a great time to be part of the SES team

We are the world's leading satellite operator with over 70 satellites in two different orbits, Geostationary Orbit (GEO) and Medium Earth Orbit (MEO). We provide a diverse range of customers with global video distribution and data connectivity services through two business units: SES Video and SES Networks. Our global team works collaboratively to make a significant, and often life-changing difference in the world. As part of our team, you will play an integral part in delivering on our vision. At SES, we connect and enable broadcast, telecom, corporate and government customers, and enrich the lives of billions of people worldwide.

Agent, IT Site Support (Service Desk)

United States - Princeton, New Jersey

The job responsibilities outlined in this document are not exhaustive and may evolve over time and be reviewed according to business needs.

ROLE DESCRIPTION SUMMARY

The position is responsible for providing support for all business systems and applications deployed within SES. The function includes support via telephone, remote support and hands on, the helpdesk system and escalation of tickets to the second level where applicable and required.

PRIMARY RESPONSIBILITIES / KEY RESULT AREAS

* Ensure first level Incident logging and resolution, escalation to second level
* Ensure first level Service Request Fulfilment for IT Services
* Perform incident classification, prioritization, correlation with other reported incidents and matching against known errors and record all required Incident details in the Incident Management system
* Actively participate in the Global Service Desk support channels - global phone queue and global ticket system (ServiceNow) - respecting the agreed service levels for response and resolution time
* Provide support for various technical areas like Computers, fix and mobile phones, Printers, Applications, Conference systems, User account and access management, etc.
* Provide excellent technical assistance to end users with hands-on and remote methods
* Take ownership and responsibility for assigned Incidents, Requests or Tasks and follow them up until solved and keep the user up to date
* Document in writing as appropriate all resolutions for calls, incidents, requests, and task assignments
* Be available for after-hours support (on rotational basis) for end-user support
* Act as the primary Site Support contact for Manassas, VA. offices and be the Backup Site Support for Washington D.C.
* Provide local support to end-users and service owners for room video conference systems
* Participate as needed in ongoing IT Site Support projects
* Provide other support or tasks as assigned

COMPETENCIES

* Ability to work independently and as a strong team player
* Be absolutely service and customer oriented
* Ability to multi-task and work under pressure
* Understanding of the Business and Business requirements as they relate to IT Support
* Ability to clearly explain complex technical issues to non-technical people
* Excellent interpersonal skills
* Understanding of operational principles
* High level of integrity and work ethic
* Ability to embrace and facilitate changes
* Ability to work effectively under pressure without compromising professional standards
* Ability to document all work performed

QUALIFICATIONS & EXPERIENCE

* Minimum Bachelor's Degree in in Information and Communications Technology (ICT), Computer Science, Computer Engineering or equivalent
* Minimum three years of applicable working experience
* In depth knowledge of fundamental operations of software (MS Office/Windows 7/10), hardware (laptops, PCs, phones, printers, scanners, …) and other equipment
* Experience with ITSM tool (ServiceNow, BMC, HPSM, …)
* Excellent understanding of computer hardware and Operating Systems
* Excellent problem solving/troubleshooting skills
* Excellent understanding of Active Directory including Domain, Group, User structure and rights
* Excellent understanding of Microsoft Office suite including Office 365
* Understanding of proxy environment
* Understanding of RSA Authentication
* Good understanding of Lotus Notes
* Good understanding of network topologies and network protocols
* Understanding of VPN concepts
* Excellent understanding of mobile technology
* Fluency in English, any other language is considered as an asset
* Willingness and ability for occasional travel

OTHER KEY REQUIREMENTS / COMMENTS

Key performance indicators

* First response and rate of first call resolution
* Consistency of resolutions applied. Aim for one resolution per topic
* Customer satisfaction

Main interfaces to other departments

* IT ServiceDesk
* IT Operations
* IT Systems
* IT Networks
* All IT Service Delivery customer Business Units

SES is an Equal Opportunity and Affirmative Action Employer

What's in it for you?

In addition to a competitive salary and benefits package, we offer you a truly global opportunity in an exciting industry and all the support you'll need for both your professional and personal development. But most of all, we offer a truly unique opportunity to play your part in making a difference for those who need it most. We strive to uphold honesty, transparency and courage in everything we do. We're proud to belong to the SES team and collaborate towards success.

Good to know

SES and its Affiliated Companies are committed to hiring and retaining a diverse workforce. We are an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, pregnancy, sex, sexual orientation, gender identity, national origin, age, genetic information, protected veteran status, disability, or any other basis protected by local, state, or federal law. In conformity with U.S. Government technology export regulations, including the International Traffic in Arms Regulations (ITAR) and the Export Administration Regulations (EAR), and/or other applicable U.S. law, regulation or other requirements imposed by the U.S. Government, certain positions may require U.S. Citizenship, status as a lawful permanent resident of the U.S. or a "protected individual" as defined by 8 U.S.C. 1324b(a)(3), or eligibility to obtain the required authorizations from the U.S. Department of State or U.S. Department of Commerce.

For more information on SES, click here.