SCADA Network Operator
Englewood, CO

Job Description

SCADA Network Operator Job description

Job Title: Network Operator - Englewood, CO

Department: IoT

Reports to: Operations Supervisor

DESCRIPTION:

The purpose of the Network Operator role is to provide our customers with a primary contact point, as well as basic troubleshooting to resolve the customer's issues quickly, providing the best possible Customer Support. This role is subject to a 3-month rotating schedule that may cover days, swings, graves and/or weekends.

PRIMARY DUTIES & RESPONSIBILITIES:

* Proactive problem reporting in a 24/7 Satellite Network Environment
* Investigate issues reported by the customer in an efficient and timely manner
* Locate and reports faults via Network Management Systems
* Investigate issues reported by the customer in an efficient and timely manner
* Use the ticketing and tracking system for creating records pertaining to customer reports of incidents and service requests; including the gathering of pertinent technical information required for advanced troubleshooting, and resolution
* Transfer or escalate incidents (when required) to the appropriate support level
* Review document history to assist internal management and external customers with inquires
* Follow documented procedures to achieve incident resolution for many repetitive types of support requests
* Identification of Incidents using tools, such as the network NMS for the monitoring of customer's networks
* Employ diagnostic utilities to aid in troubleshooting of end user problems
* Provide customer with Confirmation of resolved incidents and services
* Perform follow-ups and quality checks with customers to verify resolved incidents and help requests
* Perform customer and/or internal management notifications as necessary
* Create correspondence, reports, and other documents when necessary for customer support
* Verifying customer and site contact information for primary and alternate communications systems are correct
* Ensure escalation and notification procedures and processes are followed via RigNet standards when appropriate procedures indicate system operation outside operational parameters defined
* Exercise judgment within specifically defined practices to achieve timely execution while maintaining customer satisfaction
* Ensure documentation of work and processes performed in the trouble ticket and as required by RigNet and customers
* Perform basic first level troubleshooting i.e. cross pol's compression tests, assisting customers to reboot PC's, locate MAC addresses and wireless network, etc.
* Assist with Proactive monitoring of all NMS systems for new unreported outages
* Maintain updates of assigned trouble tickets on active problems
* Participate in development training for communications systems diagnostics and troubleshooting for Ops staff

Requirements

QUALIFICATIONS:

Education, Knowledge, Skills & Abilities:

* Willing to work off shifts in a 24/7 environment
* Must have worked in a customer service and/or tech support environment
* At least 2 years' experience in a technical position supporting a large customer base
* Good verbal and written communication
* Able to handle multiple incoming calls and emails
* Able to commission equipment with field technicians
* Able to troubleshoot with technicians in the field using web base programs and remote desktop software
* Able to resolve issues with 3rd party vendors
* Able to commission modems, routers and ping devices in the field
* Ability to manage both inbound and outbound phone calls
* Strong people skills
* Ability to prioritize and manage multiple tasks
* Knowledge and experience in the use of ticketing systems preferred
* Basic communication technology knowledge
* Basic computer/networking knowledge
* Service Now experience a plus
* MS Office program familiarity

PHYSICAL REQUIREMENTS:

Working conditions are normal for an office environment. Work may require occasional overnight travel and weekend and/or evening work.

Description: This position requires a moderate amount of stamina with the ability to perform the above essential job functions and within timetables. Some overtime work will be required.

Lifting: The employee must be able to lift up to 5 lbs. frequently and up to 25 lbs. occasionally for short durations.

Carrying: The employee must be able to carry up to 5 lbs. frequently and up to 25 lbs. occasionally for short distances.

Pushing/Pulling: The employee must be able to push/pull up to 5 lbs. frequently and up to 25 lbs. occasionally usually from desk level to floor or floor to desk level.

Other Physical Requirements: Upper extremity usage, motor coordination, range of motion, vision, hearing and balance should be in a range to safely preclude the harm or injury to the employee in this position or the harm or injury to other employees.

Environmental Considerations: The employee will in most cases work in a central air-conditioned building; however, may be exposed to dust, fumes or gases and to changes of weather when exposed to outdoors at job sites or other locations.

Personal Characteristics:

1. Optimistic attitude

2. Communicate effectively

3. Professional and ethical behavior

4. Problem solver

5. Self-motivated

6. Good listener

7. Must manage time efficiently and effectively

The job duties listed in this job description may not be inclusive of all requirements of this position. Other duties may be assigned by your supervisor and/or manager.

The above statements are intended to describe the essential functions and related requirements of persons assigned to this job. They are not intended as exhaustive list of all job duties, responsibilities and requirements.

RigNet Inc. and its subsidiaries provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, RigNet Inc. and its subsidiaries complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.