Key Area of Responsibility:
Essential Duties/Responsibilities of the position:
• Providing Level 2 support for satellite services incidents.
• Activation/installation of Satellite services.
• Providing telephone and email support.
• Troubleshooting to technical and non-technical end users
• Logging and managing issues on BMC Footprints ticketing system
• Monitoring outages and escalating problems when required
• Adhering to KPI’s
• Communicate with team members and collaborate on ideas to find solutions
• Proactively monitoring the network and stop problems before happening
• Adding and maintaining internal and external knowledge bases
• Maintain internal troubleshooting, Concept of Operations and other technical and non-technical documents
• Perform network updates and changes during and outside of the planned outage windows
On call duties 24x7 (in roster with other team members