Mission Statement
Connecting the Planet – Isotropic Networks is a Global Provider of Satellite Internet Services. Position Description
The Network Operations Center – Technician is a full-time, entry-level position at Isotropic Networks. The position is located at the company's Lake Geneva Earth Station, Lake Geneva, Wisconsin. The work schedule may include Weekends, Holidays, Night Shift, Overtime, and Travel ( Responsibilities Provide first point of contact for technical assistance to Isotropic Networks' clients and partners in support of Isotropic's satellite services, networks, and related equipment. Remotely monitoring Very Small Aperture Terminal (VSAT) systems and terrestrial networks for failure or errors in performance. Addressing concerns and resolving technical issues via telephone, e-mail message and chat services. Generating trouble tickets and documenting change requests to record and track interactions and actions. Responding to automated monitoring notifications, provide reports to customers and participate on process improvement initiatives. Answer incoming customer questions or concerns; researching any needed issues; and taking full ownership for responding back to customers with resolution to their problem within the time limit specified by company policy. Create performance reports for customer systems and services. Assist in the installation, operation, and maintenance of earth station, VSATs, and associated equipment. Executes customer initiated 'Service Configuration Requests' based on Isotropic processes and practices. Monitor equipment operation and performance histories to ensure associated equipment is properly functioning and operating as designed. Respond to all customer inquiries through excellent rapport & confidence, identifying their needs, and taking strategic action in a timely manner. Use of Isotropic and other vendor software to identify and troubleshoot client's technical issues accurately and in a timely manner. Handling sensitive or confidential customer data in a professional, responsible manner. Aiming to resolve issues on the first interaction by being proactive and demonstrating advanced product knowledge. Completing any special project assignments and assisting in other areas during lower customer contact periods. Other duties as assigned by Isotropic management. Requirements Basic understanding of Internet Protocol addressing. Knowledge of configuring NAT and VLAN. Experience with operating network management tools and understanding network reporting. High-level of understanding of troubleshooting methodologies. Ability to work off hours, weekends, or night shift as required to support a 24 x 7 network operations center (NOC). Exceptional interpersonal, communication, initiative and leadership abilities. Effective analytical, planning, organizational, and documentation skills. Team player along with the ability to multitask and work in a stand-alone capacity. Ability to analyze information and evaluate results to choose the best solution and to solve problems that are identified. Able to interpret information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events based on logical analysis. The ability to communicate and understand complex information and ideas. Excellent oral/written communications and soft skills are required for providing information to colleagues and clients by telephone, in written form, e-mail, or in person. Critical thinking skills and adaptation in complex situations that drive decision making processes producing successful outcomes. Continuously demonstrate a high sense of urgency, with ability to perform under pressure Candidate must enjoy being part of a close-knit team and helping co-workers succeed. Minimum Education/Work Experience H.S. Diploma Technical Schools (Civilian/Military, SATCOM) Associate of Science/Art, Computer Science, Networks, etc. Experience with MS Office Suite Relevant VSAT Experience (will train in-house) Call center and/or tech support experience Prolonged periods of sitting at a desk and working on a computer Must be able to lift up to 50lbs at a time Must be able to use both hands Repetitive finger motion/computer use Must be able to have close and distant vision Must be able to crawl in small spaces
