Engineer, Satcom Operations
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.

Engineer, Satcom Operations

United States - Manassas, Virginia

ROLE DESCRIPTION SUMMARY

The position is responsible for supporting commissioning of new services and providing 24x7 Level 3 Managed Services on-call support to the SES NOC. In addition, the incumbent will be responsible for engineering escalations and other services to keep the network stabilized and maintained for customer SLA requirements.

The role will be primarily focused on the baseband equipment & RF components of the product portfolio, but also includes a networking element. As a customer facing position, it will concentrate on the support and growth of existing & new business products. The incumbent will gain a broad knowledge of SES product range and how these are integrated as customer solutions.

PRIMARY RESPONSIBILITIES / KEY RESULTS AREAS

* Support Incident Management in line with Company defined ITIL processes, ensuring timely escalations as appropriate to meet Customer SLA's
* Ensure the configuration, testing, implementation & in-service support by way of Level 3 Engineering Support to 24x7x365 NOC of SES Products
* Complete Operations Engineering changes as required, adhering to the defined Change Management process
* Work as part of a Global Team to ensure active Incidents are actioned utilizing a "Follow the Sun" support methodology
* Perform routine auditing of assigned Regional Area or specific Customer sites, liaising closely with NOC & appropriate CSM / RSL for any identified issues
* Participate in lifecycle of a customer project, Post Sales through to Customer Acceptance
* Liaise with customers and support the integration of SES products with their infrastructure
* Work with Engineering & Product Development Teams in order to support the growth of the SES portfolio and the feedback potential improvements to base-band equipment & RF components
* Work efficiently as part of a multidisciplinary team
* Adhere to delivery schedules and manage time accordingly
* Interact with other operational groups and support coordination of projects
* Proactively expand areas of knowledge and seek out new experience
* Development of technical support documentation for handover to Operations
* Develop a full understanding of existing SES systems, processes & procedures to provide input for continuous improvement
* Ensure administration of Monitoring Tools to support customer solutions
* Ensure Incident Management ticketing system is updated with correct resolutions and closure codes to promote continual improvement of the troubleshooting process
* Perform other tasks as requested / required
* Stay up-to-date with state-of-the-art IT concepts and technologies (virtualization concepts mainly)
* On-call support / duties will be required 24/7 on a rotational basis

COMPETENCIES

* Ability to integrate into cross-functional and/or virtual project teams
* Good analytical and problem-solving skills: ability to frame complex problems or business issues and can elaborate and articulate alternative solutions
* Proactive approach towards potential and/or current customers
* Flexible attitude to working hours, allowing seamless support for customers: take ownership of incidents, from inception through conclusion
* High attention to detail
* Ability to work independently with minimal supervision
* Ability to understand priorities and to proactively deliver results, even under tight deadlines
* Ability to overcome resistance to change
* Resourcefully working through, or around, obstacles to complete tasks
* Ability to learn new technologies quickly

QUALIFICATIONS & EXPERIENCE

* Bachelor's Degree in Engineering, Computer Science, Business Information Systems or equivalent experience with communications satellite systems or similar advanced technical support role
* Minimum 5 years of experience in the satellite or telecommunications industry
* Experience in developing and/or maintaining satellite terminal systems or satellite-based networking & data systems, including stabilized terminals
* Experience of connecting remotely to mobility sites for remote troubleshooting, to include Oil and Gas / Maritime platforms
* Experience troubleshooting, operating, and maintaining local and remote baseband, IF, RF, antennas, and WAN/LAN equipment
* Solid working knowledge of Satellite Communications Baseband, Network Management, and Modem systems equipment
* Experienced in developing and maintaining high availability satellite or telecommunications systems through the use of manned and unmanned facilities
* Strong understanding of GEO, MEO, and LEO telecommunications satellite technologies and systems
* Advanced knowledge of iDirect Products from an installation and operation perspective
* Experience with Unix / Linux systems administration and creation shell scripts to automate tasks
* Experience with Satellite Communication Baseband & Network Management.
* Experience of integrating communication systems with multiple vendor components
* Experience with physical design best practices, e.g., rack installation, cabling and management
* Experience of dealing directly with customers and understand how to manage expectations
* Working knowledge of IP routing and networking
* Excellent/Good command of MS Office package (Word, PowerPoint, Excel, Visio)
* Fluency in English, any other language is considered as an asset
* Willingness to travel internationally

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.