Position Summary:The NOC Support Engineer is responsible for maintaining, modifying, and managing the NOC's software and monitoring infrastructure, including hardware and software applications used to monitor and manage Inmarsat Government's global MPLS and SATCOM networks. This position also supports proactive monitoring of Platinum customer services to ensure SLA compliance.
The NOC Support Engineer acts as the technical liaison between the NOC and supporting engineering groups to include IP Engineering, IT Engineering, RF Engineering, Cybersecurity, and other engineering teams. Duties include network monitoring, device commissioning, service activations, fault detection and resolution, problem dissemination, and performance reporting for IP, VoIP, and RF satellite services (data, voice, and video). The NOC Support Engineer sets the technical tone for the NOC by ensuring accurate monitoring, clear escalation paths, and effective technical support to both internal teams and customers.
Additionally, the NOC Support Engineer identifies knowledge gaps within the NOC team and develops/delivers training to improve the team's skillset and performance.
Primary Duties and Responsibilities:- Maintain stable operations of the NOC monitoring and reporting infrastructure.
- Provide dedicated IT support to NOC laptops, desktops, and video display systems.
- Serve as the SME for NOC-supporting applications, including ServiceNow, SolarWinds, Infoport, SatMonics, and Hawkeye/Ixia.
- Design, create, and maintain custom interfaces within existing platforms to improve situational awareness of network status and performance.
- Enable the collection of accurate performance metrics and KPIs to support MTTR, SLA compliance, and trend analysis.
- Work closely with IT engineering, RF engineering, IP engineering, cybersecurity, operations personnel, and product development to ensure network reliability and customer satisfaction.
- Identify, propose, and implement network and application enhancements.
- Utilize metrics and trend analysis to reduce MTTR and improve network performance.
- Support Knowledge Management, coaching, IT Service Management improvements, and customer reporting initiatives.
- Support Tier 1 and 2 teams with troubleshooting, escalation, and service restoration.
- Backup NOSC Specialist and/or Shift Supervisor during periods of heavy call volume.
Required Skills and Knowledge:- Strong troubleshooting skills in RF, IP, and MPLS environments.
- Extensive technical knowledge of networking and network security technologies and protocols.
- Proficient with SolarWinds, Infoport, Hawkeye/Ixia, ServiceNow, and SatMonics.
- Familiarity with Windows Domain, Active Directory, DNS, Telnet, DHCP, FTP, and SSL.
- Knowledge of TCP/IP, IPSEC, BGP, OSPF, and terrestrial networking concepts.
- Proficient in the use of iDirect tools (iBuilder, iMonitor) and understanding of iDirect alarm management.
- Working knowledge of Teleport Earth Station Facilities and teleport operations.
- Strong understanding of RF Engineering principles and antenna technologies (fixed and auto-point).
- Strong written, oral, and presentation communication skills.
- Analytical, detail-oriented, customer-service focused, and metrics-driven.
- Ability to work independently or as part of a goal-oriented team.
- Ability to perform under pressure and in high-paced environments.
Qualifications:- Technical education in Electronics, Telecommunications, or IT-related field.
- Bachelor's degree preferred; or equivalent work experience (8+ years) supporting complex, high-performance networks.
- Minimum 4 years of experience in Satellite Operations, Control Systems, and/or NOC operations.
- Security+, CCNA or equivalent certifications preferred; CCNP highly desirable.
Other Skills/Abilities:- Exposure to other network monitoring and ITSM systems.
- Proficient in Microsoft Office applications (Word, Excel, PowerPoint).
- Experience in data reporting and analysis tools (Cognos, Crystal Reports, etc.).
- Ability to maintain confidentiality and handle sensitive information appropriately.
- Willingness to work various shifts, including nights.
Required Clearance:- Active Secret Clearance required; TS/SCI eligibility preferred.
