Network Operation Center Technician
Hughes Network Systems - Germantown, MD

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Facility
EXP

Type of Need
Regular Hire

Job Type
Full-Time

Is this position for internal applicants only?
Internal and External Applicants

Job Description (Do of the Job)
Hughes Network Systems has an exciting opportunity for a Senior Technician at our headquarters located in Germantown, MD.
  • Technician will be working in the HughesNet Network Management Center.

  • Responsible for monitoring and managing the NextGen HughesNet service

  • Respond to audible and visual alarms by taking ownership, creating trouble-tickets, trouble-shooting the causes, and escalating accordingly.

  • Provide telephone support and respond to support requests from the consumer call centers, Enterprise customers, Enterprise help desks, and several internal HNS support teams.

  • Responsible for proactively identifying issues, creating tickets to ensure that all details are captured accurately, follow escalation procedures as documented, use the notification system in order to effectively communicate issues to customer service and upper management, and trouble-shoot the events in a short time frame.

  • Requires employees to perform tasks that require attention to detail, process requests from the task in-box on a daily basis, implement various defined changes as requested from various support teams, and enforce the change control procedures.

  • Responsible for creating procedures if they do not exist, update procedures, creating training presentations to peers, and administer the training session so that others can learn.

The work schedule WILL include weekends, holidays and shift rotations (1st, 2nd, 3rd, and split shifts). The employee must be flexible enough to change shift schedules quickly and without reservation.

Qualification/Skills (Know of the Job)
QUALIFICATIONS:

Must be able to work in a team environment by volunteering assistance or taking the lead to resolve issues.
  • The position is demanding and challenging so the technician must be able to keep a level head, maintain professionalism, but be able to work under short timelines.

  • Requires strong written and oral/verbal communication skills.

  • Requires that detailed service tickets be created, updated, and closed with accurate and concise information. Following documented processes for ticket handling is a must.

  • Solid customer service skills and professionalism is required .

  • This job requires experience working with various operating systems and the Microsoft Office Suite.

  • Requires working knowledge of TCP/IP. The technician will not be required to architect the IP subnets, but they will need to understand the different classes of IPs, be able to recognize a private vs. a public IP in order to trouble-shoot connectivity problems, and assign IP addresses when requested.

  • Required to perform pings, telnets, traceroutes, nslookups, FTPs, connectivity tests, configuration audits, and other various diagnostics tests.

  • Unix, Linux, and VxWorks experience is highly desirable.

  • Knowledge of routers and switches is also recommended. The technician will be required to log into these devices, perform different commands, obtain the results, and provide the information to the Network Infrastructure or Network Engineering teams.

  • The technician will be required to learn and understand the HNS proprietary software in order to trouble-shoot system level problems. They will be required to configure sniffer traces for a deeper level investigation. The technician needs to be able to read network diagrams and understand how various networks are configured.

  • The technician must be able to follow directions and react quickly in times of crises. Must be able to effectively communicate with peers and management, and work well in a team environment.

  • Fast learner with initiative, take notes for future reference, and utilize those notes in other scenarios.

  • Must be willing to be a follower and a leader depending on the situation. Leadership experience is not required, but is highly recommended.

  • Background in Networking or educational equivalent highly desirable.

The work schedule WILL include weekends, holidays and shift rotations (1st, 2nd, 3rd, and split shifts). The employee must be flexible enough to change shift schedules quickly and without reservation.

Travel Percentage
0 - No travel required

Hughes Network Systems - 15 months ago - save job - block
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About this company
16 reviews
Hughes Network Systems wrote the book on satellite data and Internet access network services. The pioneering company is a leading provider...