Leonardo DRS, Inc. Tier 1 Operations Center Technician in United States
Job ID: [[id]]
The Leonardo DRS Global Enterprise Solutions business delivers world-class mission-critical satellite communications and security solutions with unmatched reliability and support anywhere in the world.
The Tier 1 Operations Center Technician will provide tier 1 satellite and network operations support. The Technician is 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. These site provide government users with transport of full motion video to remote sites. The Technician will provide daily operational support for hub and remote systems supporting global satellite networks. As an integral part of the team, the Technician’s tasking will include shift work including some weekends and holidays. Ensure the stable operation of the in-house computer network. This includes planning, developing, installing, configuring, maintaining, supporting, and optimizing all network hardware, software, and communication links. Analyze and resolve end user hardware and software computer problems in a timely and accurate manner and provide end user training where required.
Continuously monitor network and space segment performance to provide customer tier 1 support as required.
Monitor and report on the quality of user Full Motion Video (FMV).
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.
Monitor ViaSat equipment configurations and network performance, in real time, and report conditions and anomalies to the designated team lead.
Monitor FMV downlink equipment for nominal operations and report any anomalies to designated team lead.
Support user access and troubleshoot ViaSat KuSS and KaSS remotes.
Prepare reports on network utilization, performance and activity as required.
Open and track trouble tickets as required to resolve network or terminal issues.
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.
Job Responsibilities Part II
Ensure the stable operation of the in-house computer network. This includes planning, developing, installing, configuring, maintaining, supporting, and optimizing all network hardware, software, and communication links.
Analyze and resolve end user hardware and software computer problems in a timely and accurate manner and provide end user training where required.
Ensure network connectivity of all workstations
Manage all network hardware and equipment
Install and maintain equipment and cabling for telecommunications systems, digital communications systems, and LAN communications and systems
Administer all equipment, hardware and software upgrades for telecommunications systems, digital communications systems, and LAN communications and systems
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
Interact and negotiate with vendors, outsourcers, and contractors to secure network products and services
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
Administer and maintain end user accounts, permissions, and access rights
Perform and test system backups and recovery
Practice network asset management including maintenance of network component inventory and vendor support contracts
Perform network and security audits
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
Prepare, coordinate and support user training and documentation and provide technical assistance for post-implementation support issues
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
Bachelors degree in Computer Science or related field with five years progressively complex network systems engineering experience or equivalent combination of education/training and experience
Network specialized formal training, platform specific vendor training, PC applications formal training and education or experience with spreadsheets, text processing, data base and network communications
At least one (1) year education or directly related experience in network system support duties
Knowledge of the principles, methods, and techniques used in network troubleshooting and support
Knowledge of computer network facilities, current computer platforms, operating systems, applications, security methods and network management tools
Understanding of current principles, practices, technologies and products for network design, installation, management and support
Strong verbal, written and interpersonal communication skills
Ability to work independently as well as cooperatively in a team-oriented environment
Ability to successfully interact with all levels of management, other IT professionals and end users
Strong analytic and problem-solving skills
Is open and responsive to change and demonstrates a commitment to the process of continuous improvement by identifying and responding actively and with sensitivity to the needs of all customers
Experience managing TCP/IP and general networking concepts and SATCOM/RF concepts.
Active U.S. Government Department of Defense (DoD) Top Secret level security clearance with SCI
Microsoft Office suite
Trouble ticket tracking
ViaSat Arclight 2 KuSS/KaSS operations
Technical certification (CCNA, CCDA, CCNP or CCDP)
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