Network Operations Center; NOC Technician

Company
:
Isotropic Networks

Location
:
Murdock, Nebraska (Company facility)

Isotropic Networks is a privately owned global provider of satellite communications and network management solutions.

Connecting the Planet

• Work Schedule:
  
  Weekends, some weekdays, and holidays. Night shifts possible. Overtime may be required.
  Travel required.
• Par Rate: $25 - $35 per hour, depending on experience.

• 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 monitor Very Small Aperture Terminal (VSAT) systems and terrestrial networks for failures or errors in performance.
• Address concerns and resolve technical issues via telephone, e‑mail, and chat services. Generate trouble tickets and document change requests to record and track interactions and actions.
• Respond to automated monitoring notifications, provide reports to customers, and participate in process improvement initiatives.
• Answer incoming customer questions or concerns; research any needed issues; and take full ownership for responding back to customers with a 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.
• Execute 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 and confidence, identifying their needs, and taking strategic action in a timely manner.
• Use Isotropic and other vendor software to identify and troubleshoot client’s technical issues accurately and in a timely manner.
• Handle sensitive or confidential customer data in a professional, responsible manner.
• Aim to resolve issues on the first interaction by being proactive and demonstrating advanced product knowledge.
• Complete any special project assignments and assist in other areas during lower customer contact periods.
• Other duties as assigned by Isotropic management.

• 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 shifts as required to support a 24 × 7 network operations center (NOC).
• Exceptional interpersonal, communication, initiative, and leadership abilities.
• Effective analytical, planning, organizational, and documentation skills.
• Team player 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 communication 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 the ability to perform under pressure.
• Candidate must enjoy being part of a close‑knit team and helping co‑workers succeed.

• H.S. Diploma or GED.
• 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 50 lbs 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.