Senior Technician

Hughes Network Systems, LLC (HUGHES) is the global leader in providing broadband satellite networks and services for large enterprises, governments, small businesses, and consumers. HughesNetâ„¢ encompasses all broadband solutions and managed services from Hughes, bridging the best of satellite and terrestrial technologies. Hughes has shipped more than 1,000,000 systems to customers in over 100 countries. Its broadband satellite products are based on the IPoS (IP over Satellite) global standard, approved by the TIA, ETSI, and ITU standards organizations.This Senior Technician will be working in the Network Management Center.The individual will work in a team environment that will provide constant telephone support and will react to visual and/or audible network monitoring alarms in a timely manner.Must be proactive in identifying issues and finding resolutions to them.Complete and record information into the ticket system when a problem is identified, ensuring that all of the details are captured and documented.Must know and follow the escalation procedures as documented and use the notification system in order to effectively communicate issues to customer service and upper management.Will be responsible for troubleshooting any issue reported, whether it is a single site or a network outage.Will be responsible to reacting to receiving escalations from various sources and must know all of the procedures for supporting the issues.Will be required to monitor, manage, troubleshoot, notify, escalate, document, and communicate effectively.The work schedule WILL include weekends, holidays and shift rotations (1st, 2nd, 3rd, and split shifts).QualificationsMust have strong written or oral/verbal communication skills.Must have solid customer service skills.Requires working knowledge of Windows based operating systems (NT/2000/2003); Knowledge of Basic Networking Protocols (TCP/IP) in order to perform pings, telnets, tracerts, nslookups, ftps, etc.; Knowledge of Sun/Unix/VX Works a plus.Knowledge of routers/switches, alarm tools (HPOV, Smarts, EM7), Web development is not required, but would be a benefit.Positions of leadership and leadership experience is suggested, but not required.Help desk support and customer service experience is not required, but would be preferred.Must be able to troubleshoot system level problems.  Must be able to follow directions in a stressful environment and react quickly in times of crises.Must be able to effectively communicate with peers and management and work well in a team environment.Must be able to multi-task and take directions in a rapid fire method at times.Must be a quick learner with much initiative and be able to learn independently.Must be attention-to-detail oriented and follow written instructions.  Must be able to communicate effectively with customers and outside vendors.  Hughes is an Equal Opportunity/Affirmative Action Employer.For more information about Hughes products and services, please visit www.hughes.com CONTACT INFORMATIONRef ID: 2933BR