NOC Support Engineer II

Kymeta Corporation is revolutionizing satellite communications through its Intelligent Communications Platforms. They are seeking a NOC Support Engineer to monitor and maintain their Broadband satellite and cellular global network while providing customer care service, including Tier 1 and Tier 2 technical support.

Responsibilities:

• Provide Tier 1-3 support for all Kymeta products and services
• Manage trouble ticket queues, including escalations to internal departments or external providers, ensuring timely follow up and resolution
• Document all work performed in ticketing system (Salesforce and Jira)
• Be knowledgeable and capable of restoring communications during primary path outages
• Coordinate and record new service activation including but not limited to operational parameters, testing, documentation and implementation
• Assist with earth station equipment and configurations
• Create, improve and peer review Knowledge Base articles, diagrams, processes, and training materials to document networks and products
• Manage SLAs and provide reporting to NOC leadership around published SLAs
• Configure and maintain monitoring tools
• Assist management in continuous process improvement by suggesting ways to improve processes
• Provide support during standard and non-standard workdays or hours to support 24/7-365 coverage. May be required to cover shifts in the early morning, late night or weekends
• Ability to provide coverage in a 24/7 On-Call rotation
• Must be able to work Monday - Friday 10:30 am- 07:00 pm EST / 7:30 AM – 4:00 PM PST

Requirements:

• Provide Tier 1-3 support for all Kymeta products and services
• Manage trouble ticket queues, including escalations to internal departments or external providers, ensuring timely follow up and resolution
• Document all work performed in ticketing system (Salesforce and Jira)
• Be knowledgeable and capable of restoring communications during primary path outages
• Coordinate and record new service activation including but not limited to operational parameters, testing, documentation and implementation
• Assist with earth station equipment and configurations
• Create, improve and peer review Knowledge Base articles, diagrams, processes, and training materials to document networks and products
• Manage SLAs and provide reporting to NOC leadership around published SLAs
• Configure and maintain monitoring tools
• Assist management in continuous process improvement by suggesting ways to improve processes
• Provide support during standard and non-standard workdays or hours to support 24/7-365 coverage. May be required to cover shifts in the early morning, late night or weekends
• Ability to provide coverage in a 24/7 On-Call rotation
• Must be able to work Monday - Friday 10:30 am- 07:00 pm EST / 7:30 AM – 4:00 PM PST
• Strong trouble-shooting and organizational skills and ability to work on multiple projects simultaneously
• Ability to remotely support devices including, but not limited to, satellite modems, routers, switches, access points, laptops, PC's and servers with various operating systems (Windows, Linux, etc.)
• This role requires the ability to obtain and maintain a U.S. Secret Clearance
• Strong attention to detail
• Ability and willingness to learn new technologies quickly
• Personal responsibility and reliability
• Ability to work independently with little supervision
• Adaptable to a fast-growing work environment
• Bachelor's degree, Technical School or 5+ years NOC job experience or equivalent
• Prior experience in Satellite (using iDirect or Newtec technologies) or Cellular industry is a preferred