Technician, Managed Media Operations Center

(Senior) Technician, Managed Media Operations Center

primary responsibilities / key result areas

• Collaborate with team members to support operational services and ensure seamless service delivery.
• Contribute to projects and present findings or updates to management.
• Serve as the primary point of contact for managed service customers, resolving discrepancies, technical issues, and coordinating Special Events or similar types of ‑services.
• Identify, update, track, and escalate service issues as necessary to support alternate routing, emergency restoral, and rapid service resolution.
• Perform service alarm monitoring to prevent or minimize customer impact and uphold SLAs.
• Create, review, and maintain accurate managed service trouble tickets for operational discrepancies, circuit events, and service events.
• Provide timely triage support, respond to calls, Teams messages and emails.
• Maintain awareness of all maintenance activities, including troubleshooting video and IP routing as required.
• Collaborate with internal support groups and customer engineers to transition, integrate, and onboard new services into the existing operational environment.
• Assist in developing training materials, process documentation, and operational procedures.
• Escalate corrective actions and provide service issue updates to management.

competencies

• Teamwork, organizational, and interpersonal skills, including experience working with individuals who speak English as a second language.
• Ability to convey technical information to both technical and non‑technical audiences.
• Situational awareness with initiative to resolve customer issues with minimal supervision.
• Decision making‑ skills under stressful operational conditions.
• Technical documentation, ticketing, and communication skills.

Qualifications & Experience

• Minimum 1 year of working knowledge in fiber, data, and/or broadcast theory and related equipment.
• Availability for 24×7 rotating shifts, including holidays.
• Ability to independently make sound decisions in high pressure, multitasking environments.
• Knowledge of SES products and services.
• Experience working in a mixed vendor environment (Juniper, Evertz, Newtec, Cisco, Novelsat).
• Experience with satellite and RF theory and associated equipment.
• Knowledge of the ITIL framework.

SES and its Affiliated Companies are committed to providing fair and equal employment opportunities to all. We are an Equal Opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, pregnancy, sex, sexual orientation, gender identity, national origin, age, genetic information, protected veteran status, disability, or any other basis protected by local, state, or federal law.

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