Iridium Satellite

  • Service Desk Technician II

    Job Locations US-VA-Herndon
    Job ID 2018-1287
    Category
    Customer Service/Support
    Worker Category
    Regular Full-Time[F]
  • Company Overview

    Aireon is on the path to revolutionizing air traffic surveillance and aircraft tracking, as the world’s first and only company deploying a 100 percent global space-based system. This system will provide real-time aircraft monitoring spanning never before covered areas of the planet, including remote, oceanic and polar regions.  Aireon’s receivers are hosted on the Iridium NEXT satellite constellation, which began launching in January 2017.  The Iridium NEXT constellation consists of 66 operational satellites in a low-earth orbit and utilizes a unique cross-linked satellite architecture creating a web of coverage around the world.  The Aireon system has the ability to enable a safer, more efficient and environmentally friendly aviation industry resulting in significant COemission reductions.  Numerous Air Navigation Service Providers have already signed on to receive Aireon’s space-based ADS-B data, including NAV CANADA, Naviair, Enav, the Irish Aviation Authority, UK NATs and more. 

    Position Summary, Job Requirements & Responsibilities

    • Three-day work-week, four days off! Shifts will be three consecutive 12.5-hour days: Day shift is from 6:30 am-7:00 pm, and overnight shift is from 6:30 pm to 7:00 am. Shifts will cover 7 days per week, 365 days per year, so some weekend and holiday work will be required.
      • These positions are considered part-time due to work hours being under 40 hours per week. These positions are benefits eligible for benefits, however, vacation/floating holidays will be pro-rated.
    • Respond to customer reports and inquiries for a global aircraft surveillance tracking system, mitigate and troubleshoot service outages, system and network outages, and performance issues.
    • Manage international customer communications, including incidents, support requests and problem tracking reports, take appropriate action toward resolving system and network problems as they appear or as they are reported by customers or other stakeholders.
    • Determine additional required resources based on the severity or type of event.
    • Issue and manage service interruption reports to international customers.
    • Remotely support installation of various computer hardware and software and bringing systems on-line.
    • Monitor data network devices and overall network health and performance.
    • Responsible for incident response, troubleshooting, and resolution per policies and procedures.
    • Implement technical solutions to mitigate outages or performance issues.
    • Communicate with end users and customers to manage service changes and repairs.
    • Collaborate with engineering, network operations, security operations, and system administrators to ensure operational quality and integrity, and support overall system testing.
    • Take a proactive role in assisting management in developing policies and documentation.
    • Be a resource for other team members for ensuring adherence to plans and procedures. 

    Preferred Additional Skills:

    • Familiarity/working knowledge of networking Security, networked addressed storage, web and computer server administration, and SNMP
    • Technical skills to understand incidents typical of a networked, international aircraft surveillance system-of-systems, and the underlying problems causing them
    • Professional certifications such as ITIL foundation, Network+ or CCNA
    • Experience with aviation, aerospace, military, government, safety, and security is a plus
    • Any foreign language experience is a plus


    The ideal candidate will have a combination of the above technical skills, experience and education along with the following attributes:

    • Desire to learn and a positive attitude
    • Customer attentiveness and sincere empathy
    • Highly developed situational awareness
    • Precise and meaningful communication
    • Flexible thinking and a growth mindset

    Experience & Education Requirements / EEO

    • Exceptional customer service skills, including written and oral communication skills for discussing issues with Engineering and Operations staff, and international customers
    • Excellent interpersonal and continuous improvement skills
    • A self-motivated, task-oriented, and creative individual with the ability to solve problems
    • 7+ years of recent experience in Customer Service and/or IT Helpdesk Experience and/or a Bachelors/Associates degree with equivalent experience
    • Minimum 4 years of recent experience in Technical Support, Network Operations, Event/Fault Monitoring and Incident Management for complex server and networking systems
    • Working knowledge of ticketing systems such as Jira, Remedy, Service Cloud, etc.
    • Ability to troubleshoot, analyze and resolve complex technical problems
    • Possess technical skills and experience to understand incidents typical of a networked server environment, and the underlying problems causing them
    • Adherence to policies, procedures, and controls especially regarding safety and security considerations, customer service, outage and change management, and information protection
    • Ability to exemplify customer service excellence to other team members and to communicate the values and techniques for providing customers with the best possible customer experience

     

     

    Aireon is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, sexual orientation, gender identity or status as a protected veteran. EOE of Minorities/Females/Vets/Disability and other protected categories.

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