SATCOM Technician – Tier 1

Iron EagleX | Tampa, FL 33608

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Overview:

Iron EagleX is a veteran owned defense contracting company based in Tampa, FL.

It is our mission to provide solutions to the most challenging technical problems facing the Department of Defense while simultaneously making a positive impact on our employees and community.

Responsibilities:

Job Description:

Provide support of the Global Access Network III (GAN) contract with Tier 1 satellite and network operations support on-site at MacDill AFB, Tampa, FL. The technician will be part of a team that ensures the effective monitoring, control, and configuration of a global satellite communications network including forward deployed satellite earth terminals and embedded network communications equipment.

The technician will provide daily operational support for hub and remote systems supporting global Satellite networks. The SATCOM Tier 1 Technician will provide support for activation of deployed Terminals using ViaSat Common Operations and Maintenance Engineering Toolset (COMET), ViaSat Satellite Access Manager (SAM), ViaSat Network Management System (NMS), and the troubleshooting of network anomalies, satellite outages, and any deployable KuSS/KaSS terminal satellite related issues. An integral part of the team, the technician’s tasking will include shift work, including some weekends and holidays. The work center is a 24/7/365 work center.

Job Duties Include (but not limited to):

• Continuously monitor network and space segment performance to provide customer tier 1 support as required.
• Support and escalate user network issues to appropriate offices.
• Track and manage automated service interruptions for the network users’ awareness.
• Resolve customer issues related to broadband IP communication via satellite transmission; support complex systems installations and startup at customer sites.

Qualifications:

Required Skills & Experience:

• Monitor ViaSat/iDirect equipment configurations and network performance, in real-time, and report conditions and anomalies to the designated team lead.
• Support user access and troubleshoot SDN remote systems.
• Prepare reports on network utilization, performance and activity as required.
• Open and track trouble tickets as required to resolve network or terminal issues.
• Manage all network hardware and equipment
• Respond to client trouble calls, on a basic and intermediate level, to analyze, diagnose and resolve the problem
• Develop, implement and maintain policies, procedures and associated training plans for network resource administration, appropriate use, and disaster recovery
• Work with end users and department heads to identify and document required network service levels
• Conduct research on network products, services, protocols, and standards in support of network procurement and development efforts
• Manage security solutions
• Monitor and test network performance and provide network performance statistics and reports
• Aid in the development of business continuity and disaster recovery plans, and maintain current knowledge of plan executables
• Respond to emergency network outages in accordance with business continuity and disaster recovery plans
• Perform network design and capacity planning
• Coordinate with end users and technical staff to implement and maintain systems that utilize industry best practices to meet business objectives, while maintaining the security and integrity of the data, system and network
• Generate metrics, project status reports and operating status reports for management and team members
• Provide guidance to less experienced personnel
• Provide service desk and technical support to users
• Perform routine to moderately complex problem analysis and resolution design for systems and applications
• Support, communicate, reinforce and defend the mission, values and culture of the organization
• Isolate and correct network faults using network management tools (ViaSat SAM/NMS).
• Manage service restoration activities and track/update trouble ticketing system (Remedy).
• Provide status reports to customers and management personnel.
• Provide testing and implementation support of new software releases for deployed network equipment.
• Analyze, troubleshoot and resolve product related issues resulting from installation, software and hardware upgrades, configuration changes, equipment integration or testing. Maintain timely and accurate helpdesk records using the ticket management system
• Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations
• Accomplish organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
• Protect organization’s value by preserving the confidentiality of information.

Desired Skills:

• Previous experience supporting SDN systems preferred
• Previous experience with iDirect preferred

Education & Certifications:

• Associate’s degree in an Information Technology or related field or have 3+ years of experience supporting IT/IS systems in a DoD environment
• CompTIA Security + (or required within 90 days of hire)

Security Clearance:

• An active TS/SCI clearance is required

Benefits:

• National health, vision, and dental plans
• 20 days of PTO and 11 paid holidays
• Life Insurance
• Short and long term disability plans
• 401(K) retirement plan
• Incentive and recognition programs
• Relocation opportunities