ROLE DESCRIPTION SUMMARY The position is responsible for the 24 / 7 support, management and monitoring of GovSat services, specifically supporting Governmental defence and Civilian / Institutional security communications.
The incumbent is expected to take ownership, diagnose and resolve service anomalies in both the RF Payload and IP domains as part of a predefined incident management process.
He / She will also perform routine operational tasks such as spectral policing, trouble ticket management, service reporting and carrier line-up activities.
As a member of a multi-skilled shift team operating within a purpose built, GovSat Secure Missions Operations Centre, the incumbent will also support other GovSat operational systems involved in the service delivery chain.
PRIMARY RESPONSIBILITIES / KEY RESULT AREAS Maintain services to the highest possible standards, considering primarily service availability and quality through the use of automatic and manual monitoring and analysis systems Provide 24 / 7 service support to GovSat customers and / or users (Rotate shifts on 24-hour duty, 7 days per week) Ensure spectral policing of GovSat platforms and assets Operate GovSat managed platforms and associated networks (global scope) with the expectation of working with Network Management Systems (NMS) from multiples vendors in the IP domain Be accountable for the delivery of industry leading customer service Perform timely and effective troubleshooting and service recovery actions Perform line ups of uplinks as required Provide technical support to customers and / or users Create operational reports and statistics as required Ensure the availability and preparedness of GovSat monitoring systems for Data services Liaise with and escalate to Engineering support when required (Level 2) Perform other duties as required by management COMPETENCIES Strong aptitude for a systems approach to problem solving, and good analytical skills Excellent written and oral communication skills Strong customer / user focus High operational awareness Ability to work both in a team and independently as required (the incumbent will act as a lone worker during some shifts) Self-motivation, attention to detail and accuracy Flexibility and stress resistance Flexibility in working times Strong ability to set priorities Willingness and drive to continuously acquire new knowledge and skills Willingness to foster innovation to develop the working environment Fluency in English and any other languages will be considered as an asset QUALIFICATIONS & EXPERIENCE Bachelor Degree in Engineering / Computer Science, or equivalent qualifications and / or experience Minimum two years of work experience in the Telecommunication Industry Experience in operating satellite platforms, including VSAT and associated systems Good knowledge of satellite communications techniques, architecture and protocols Knowledge of satellite communications, networking and / or IT systems Knowledge of RF Geolocation Understanding of IP networks and acquaintance with platforms and Internet infrastructure Working knowledge of Carrier Monitoring systems and functionality Working knowledge of systems and server infrastructure ...