Senior Support Engineer (RF) 1 1 1 1

(Senior) Support Engineer (IP)

Role description summary

The Senior Support Engineer- (IP) is responsible for ensuring the optimal performance and security of network systems through continuous monitoring and proactive troubleshooting. They respond promptly to complex technical issues, documenting incidents and resolutions within a ticketing system, while delivering exceptional customer support to both internal and external clients. The IP Global Support Engineer manages change requests related to network configurations and upgrades, ensuring seamless implementation without disruption. Additionally, they collaborate with cross-functional teams and vendor support to escalate and resolve issues effectively, contributing to overall network enhancement.

primary responsibilities / key result areas

• Network Monitoring (Shared Responsibility) : Continuously assess the health, performance, and security of network systems using monitoring tools. Provide exceptional customer support and serve as the main point-of-contact and facilitate all communications between customers, vendors, internal and external fix agents necessary to resolve highly technical issues
• Incident Management (Shared Responsibility) : Respond promptly to complex technical and hardware / software issues. Document incidents, troubleshooting steps, and resolutions in the ticketing system, and escalate significant alerts to the appropriate teams as needed.
• Customer Support (Shared Responsibility) : Deliver exceptional support to internal and external clients. Engage professionally to diagnose and resolve issues in accordance with Incident Management Procedures, ensuring a positive customer experience.
• Troubleshooting - Monitor all satellite, ground and terrestrial network elements to assure mission critical traffic and customer connections are operational with minimal degradation or outages as specified in Service Level Agreements (SLA). Provide Level II technical support
• Change Management : Develop and manage change requests (CRs) for network configurations, maintenance, and upgrades. Monitor implementation to ensure changes are executed effectively without disrupting network performance .
• Collaboration and Escalation : Collaborate with cross-functional teams and vendor support to ensure timely escalation during outages or performance issues. Work with other departments to resolve problems and enhance network capabilities.
• 24x7- L2 Support : Deliver 24 / 7 level II support for service assurance troubleshooting, ensuring critical tools remain stable and operational. Act as an escalation point to higher-level support teams, facilitating prompt resolution of major incidents. Ability to multitask by managing, tracking, and resolving multiple issues simultaneously
• Excellent written, verbal and electronic communications skills necessary to manage the high volume of telephone calls and email involving highly technical issues

competencies

Qualifications & Experience

Required

Preferred

"SES and its Affiliated Companies are committed to providing fair and equal employment opportunities to all. We are an Equal Opportunity 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."