SATCOM Field Service Representative

The Satellite Communication (SATCOM) Field Service Representative (FSR) operates, maintains, and manages worldwide satellite communications equipment & networks for NIUSG customers. FSR’s are responsible for providing both onsite and remote technical support. Specific emphasis is placed upon the installation, repair, and maintenance of terrestrial systems, satellite earth stations, VSAT terminals, plus any additional satellite communication hardware sold and supported by NIUSG. OCONUS theater operations are customarily located in stable and settled environments and focus on communications and computer systems engineering methodologies. CONUS operations focus on providing Tier 1 satellite and network operations support, including monitoring and configuring global satellite communications networks in support of forward deployed satellite earth terminals and embedded network communications equipment. Duties and Responsibilities Analyze and resolve end user remote terminal issues in a timely and accurate manner Provide end-user training when required Continuously monitor network performance to provide customers with both Tier 1 and Tier 2 support as required Remotely troubleshoot VSAT systems via software tools Prepare reports on network utilization, performance and activity as required Open and track trouble tickets via internal software tools as required to resolve network or remote terminal issues Respond to client trouble calls on a basic and intermediate level, to analyze, diagnose and resolve the problem Monitor and test satellite network performance and provide satellite network performance statistics and reports Provide guidance and training to less experienced personnel Provide service desk and technical support to users 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 and master station logs Expand 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 Support, communicate, reinforce and defend the mission, values and culture of the organization Work intimately with the NI NOC, vendors, and all partners with the intention of exceeding NIUSG customers’ requirements Qualifications Proven expertise in Satellite Communications (SATCOM), ideally within military or commercial sectors. Strong technical communication skills, both written and verbal, with the ability to convey complex issues clearly to diverse audiences. Demonstrated ability to thrive in a fast-paced, 24/7 on-call environment, making independent decisions under pressure. Exceptional problem-solving, organizational, and time management skills with a strong customer-focused, team-player mindset. Must be eligible to obtain and maintain a U.S. Secret level personnel clearance. Prior experience in the satellite communications industry and/or U.S. Government contracting is a significant plus. Paid Time Off Cost shared Medical and Dental Company matched 401K plan Full-time, permanent Working Conditions The incumbent must be available 24/7 x 365, within reason, and must strive to advance the team and the overall organization. There may be occasions to be ‘in the field’ where harsh or dangerous physical conditions may be experienced. While providing as much advanced notice to the FSR of upcoming travel, short notice travel requirements to support emerging customer needs will be communicated. Travel is required (up to 75%) both CONUS and OCONUS for onsite support and installation. While not in the field, the FSR position will operate in the company offices located in Frederick, MD. FSR’s routinely utilize standard office equipment and software, and are expected to conduct themselves in a professional manner. Physical Requirements Able to transport or lift tools and/or equipment weighing up to 100lbs, while wearing body armor for extended periods of time when required, weighing up to 50lbs An ability to travel extensively and on a global basis. A valid passport without restrictions. Travel to dangerous, hostile or combat militarized zones embedding with military forces for extended periods of time; days, weeks, and months Emergent Requirements Support: 24/7 operations, in support of emergent requirements responding to real-world events. Continued employment contingent upon employee’s ability to pass and maintain a FULL CONUS Readiness Course (CRC) or applicable certification without waiver. Clearance Requirements Must be a US Citizen and have at a minimum a Secret clearance or be willing and able to obtain a security clearance. Details Job title: SATCOM Field Service Representative Department: Technical Operations Location: Frederick, MD with OCONUS/CONUS (75%/25% approximate split) FLSA: Exempt Supervisor: Network Operations Center (NOC) Manager Salary range: $75,000 to 82,500 USD Direct reports: None About Network Innovations Keeping people connected anywhere on the planet is more than just our expertise – it’s our mission. Network Innovations is a technology and systems integrator that provides secure and seamless global communications solutions. Our customers conduct some of the most important work on the planet, whether it’s helping a remote island rise again after a hurricane, defending a country's borders, preventing a catastrophic power grid failure… you get the deal. What this means for our team is that we come to work each day knowing that it matters. We’re forward thinkers and problem solvers who thrive on challenges. Determination, integrity, humility, and respect are at our core. If you’re looking to grow with an organization that values collaboration, diversity, and learning, you’re in the right place. Network Innovations is committed to fostering a diverse and inclusive work environment. We live our core values and look to them to drive business results and help our customers conduct some of the most important work on the planet. We believe a diverse global workforce allows us to create customer intimacy and sustained profitability. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, age, national or ethnic origin, marital status, family status, disability, genetic characteristics. Whether you are starting your career or have decades of experience, we welcome you to join our mission to connect our world securely and seamlessly. Accommodations during the application process are available upon request. While we appreciate all applicant submissions, only those considered to be most qualified will be contacted for further assessment. Disclaimer Statement: This job description lists the essential functions of the position and is not intended to include every job duty and responsibility specific to a position. An employee may be required to perform other related duties not listed above provided that such duties are characteristic of that classification. #J-18808-Ljbffr