Network support engineer Jobs in Ottawa, ON

The Network Support technologist will provide the necessary Technical and Problem Resolution skillset / requirements to implement and manage LEO based customer experience and support services for LEO services and products. Responsible to fulfill the implementation of the service, integrate the service into day to day operations and manage system fault / problem resolution needed to meet internal and external operational requirements of the LEO service.

Main Responsibilities

• Act as the lead for the CSR / NOC and internal team in order to implement a service, maximizing automation of systems to support workflow for end customer requirements and operation of NOC and CSR functions.
• Develop technical and administrative implementation plans, specifications, schedules and manage implementation of these activities with affected intra company dependencies.
• Integrate supervisory and BOSS systems to form a structured tier based support for fault / problem detection and resolution.
• Conduct interdepartmental meetings to determine infrastructure / systems and manpower resources required to meet service demands for CSR / NOC functions.
• Develop critical milestones for projects and ensure they proceed on schedule.
• Escalate any potentially sensitive customer issues to immediate manager as required.
• Monitor Customer performance and service experience and ask for additional sales, engineering and / or management support when needed.
• Utilize Emergency notification procedures to communicate emergency activities to the Telesat management team and the associated customers / stakeholders, both internal and external.
• Develop methodology to identify program deficiencies and document a plan to correct and close the gaps in providing CSR / NOC functionality.
• Manage relationships with the sales, engineering and operations team, 3rd party suppliers and vendors to ensure the contracted services are met.
• Provides assistance / advice to all Telesat departmental disciplines regarding the scheduling and project management of assigned projects for any workflow related to customer service issues or system faults.
• Contributes to interdepartmental plan meetings as identified by management.
• Exercise independent judgment and a high level of analytical skill in solving complex and unusual administrative and fault management problems
• Support CSR / NOC functions by acting as the technical liaison on various projects related to GEO / LEO transitions
• Generate various technical procedures and training material in support of CSR / NOC, field service and / or operations sub groups to aid in fault / problem resolution activity.

Education & Experience Required

Specialized Knowledge, Skills & Abilities

Equipment Used

Decision Making

Supervision Exercised

Working Conditions