Responsibilities:
- Monitor and manage the NextGen HughesNet service
- Work in one of the most complex communications networks and as a member of the team will be responsible for 99.99% system uptime with zero defects.
- 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.
- Proactively identify 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.
- Create 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.
Basic Requirements:
- 4 or more years of customer service experience in a network operation environment with solid skills in networking and network security
- 4 or more years of experience with TCP/IP, as well as Windows OS and MS Office suite
Essential Qualifications:
- Must be able to do the following with or without reasonable accommodation
- The work schedule WILL include weekends, holidays and shift rotations (1st, 2nd, 3rd, and split shifts) to support the needs of a 24/7 operation.
Preferred Qualifications:
- AA degree or technical certifications
- Experience with Linux/Unix
- Knowledge of satellite technology and terrestrial technology (i.e. DSL, WIFI, Cable)
- Must have strong attention to details skills to perform daily tasks in this role to include: 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.
- Flexible to work varying shifts (1st, 2nd, 3rd, or a mixed) in a high stress environment.
- Quick learner, must have initiative, and be able to work in a team environment.
- Must be able to change priorities quickly and multi-tasking is expected.
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EchoStar is committed to offering a comprehensive and competitive benefits package. Our programs are designed to provide you with the ability to customize your benefits to best meet the needs of you and your family. Our philosophy for these programs is to support and encourage healthy living and wellness. Our benefits package covers it all–from healthcare savings plans to education assistance and more!
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Financial: 401(k) retirement savings plan with company match; employee stock purchase plan; profit-sharing; company-paid life insurance, AD&D and disability
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Work-Life Balance: Paid Time Off (PTO), company-paid holidays, health and wellness events, exercise and sports facilities (locations may vary)
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Employee Incentives: Tuition reimbursement, employee referral program, year round employee events and community programs, discounts on Dish Network and HughesNet
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Health: Medical, Dental, Vision, Employee Assistance Program (EAP), Health Savings Account (HSA) with opportunities to earn employer contributions; Health Care, Dependent Care and Transportation Flexible Spending Accounts (FSA)
EchoStar 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. U.S. Persons or those able to obtain and maintain U.S. government security clearances may be required for certain positions. EEO is the law.
