Job Summary
Minimum of 6+ years of experience supporting and managing network infrastructure and network-related devices or equivalent experience as agreed with the Company. 3+ years of experience leading field support teams Skilled in racking, stacking, cabling, and decommissioning of network hardware devices. Experienced in Site Services support for network device maintenance and remote/console support. Strong IT/Telecoms knowledge, including but not limited to: Routing, switching, firewalls, WiFi. IP Telephony (“IPT”). Radio Frequency (“RF”) equipment such as microwave radios, cellular nodes, and VSATs.
Key Responsibilities
2. Provide Advanced Support For Complex Incidents Escalated By Analysts, Performing Root Cause Analysis And Implementing Effective Solutions To Resolve Intricate Technical And Security Issues.
3. Engage In Value-Adding Activities Such As Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts To Enhance Overall Team Performance.
4. Resolve Complex Service Tickets Within Agreed Slas By Collaborating With Cross-Functional Support Teams, Ensuring Seamless Operations And Robust Security Posture.
5. Ensure A Positive Customer Experience By Achieving First Call Resolution, Minimizing Rejected Resolutions And Case Reopenings, While Proactively Mitigating Potential Security Threats.
Skill Requirements
Lead and supervise a team of network technicians and contractors. Assign tasks, monitor progress, and provide technical guidance. Conduct regular team meetings to review priorities, safety compliance, and performance. Ensure adherence to company standards, policies, and procedures. Mentor and develop team members through coaching and training. Coordinate with third-party vendors and subcontractors for compliance and quality. Manage scheduling and resource allocation for site support activities. Escalate critical issues and provide detailed performance reports. Support workforce planning, recruitment, and onboarding of new team member
Other Requirements
This role may require travel to remote sites and offshore locations. Must be able to work in varying environmental conditions and respond to emergency situations.
Qualifications
Minimum of 6+ years of experience supporting and managing network infrastructure and network-related devices or equivalent experience as agreed with the Company. 3+ years of experience leading field support teams
Skilled in racking, stacking, cabling, and decommissioning of network hardware devices.
Experienced in Site Services support for network device maintenance and remote/console support.
Strong IT/Telecoms knowledge, including but not limited to:
Routing, switching, firewalls, WiFi.
IP Telephony (“IPT”).
Radio Frequency (“RF”) equipment such as microwave radios, cellular nodes, and VSATs.
Key Responsibilities
Respond to ServiceNow incident tickets and perform troubleshooting.
Install and recover patching cables, power leads, and network equipment.
Identify and tag network circuits and demark locations.
Provide escort services for third-party vendors or subcontractors.
Adhere to risk management processes, including walkthroughs, work permits, change management, and safety training.
Comply with audit, security, and operational excellence standards.
Perform IMAC activities for end-user LAN and voice devices.
Monitor and respond to emergency conditions affecting operations (e.g., hurricanes, earthquakes).
Support Business Continuity and Disaster Recovery Plans.
Provide smart hands support for telecom infrastructure:
Fiber optic and copper cabling.
WiFi, BLE, microwave, and radio systems.
VSAT and cellular-based systems (4G LTE, 5G, NB-IIoT, LTE-M).
Low-power WAN systems (LoRaWAN) and other IIoT/OT systems.
Solar panel/battery power systems.
IP Telephony and specialty telecom systems (CCTV, PAGA, Intercom, Fire/Intruder Alarm).
Collaborate with internal teams and external providers:
Design and Engineering Teams.
Global IT Service Desk.
IT Operations Center (ITOC).
Telcos and managed service providers.
Support IT/Telecom requirements for Business Units, Major Capital Projects (MCPs), and Mergers/Acquisitions.
Participate in Root Cause Analysis post-incidents.
Supervisory Responsibilities
Lead and supervise a team of network technicians and contractors.
Assign tasks, monitor progress, and provide technical guidance.
Conduct regular team meetings to review priorities, safety compliance, and performance.
Ensure adherence to company standards, policies, and procedures.
Mentor and develop team members through coaching and training.
Coordinate with third-party vendors and subcontractors for compliance and quality.
Manage scheduling and resource allocation for site support activities.
Escalate critical issues and provide detailed performance reports.
Support workforce planning, recruitment, and onboarding of new team members.
Work Environment
This role may require travel to remote sites and offshore locations.
Must be able to work in varying environmental conditions and respond to emergency situations.