NOC Operator L1

Global Eagle Entertainment Miramar, FL April 16, 2018 General

Global Eagle is the leading satellite-based provider of connectivity and media for fast-growing mobility markets across air, land and sea. The company provides the industry’s most comprehensive and advanced global product and services platform to organizations and people on the move.

Our customers include commercial airlines, business jets, cruise and ferry lines, yachts, and commercial shippers. In addition, it provides products and services for the world’s most remote land-based natural resource energy operations, governments, non-governmental organizations, and mobile network operators.
Supported by best-in-class and proprietary technologies, Global Eagle offers a fully integrated suite of solutions for connectivity and content, including Wi-Fi, on-demand video, multi-platform and multi-format entertainment content, interactive software, portable In Flight Entertainment solutions, content management services, ecommerce solutions, original content development, voice, cellular and 3G/LTE services, and mission-critical communications.

Find out more at www.globaleagle.com . Follow us on LinkedIn

Role Summary

First level contact for customer-facing technical support. Performs necessary network grooming and adjustments as determined by internal operations teams. Troubleshoots customer links, primarily on layers 1-3 of the OSI model, but may occasionally go up to layer 7.

Key Responsibilities

Proactive network monitoring and reporting of RF (Layer 1) problems.
Acting upon Network Management requests for remote network changes.
Respond to phone, email, and chat inquiries from customers.
Maintain tact and professionalism when interacting with the customer on any channel.
Remote level reporting for service quality and system performance.
Troubleshooting technical issues on VSATs and IP networks.
Facilitate support for customers and field engineers as necessary.
Other duties as assigned

Qualifications/Experience