11 дней назад
Technical Assistance Center Engineer (AI)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Technical Assistance Center Engineer (AI) (Networking/Satellite Operations): Supporting global network incident response, service restoration, and customer-impacting issue resolution with an accent on network operations, incident coordination, and satellite connectivity. Focus on triaging alerts, isolating Tier 2 faults, coordinating field vendors, and using AI assistants and query tools to improve troubleshooting and documentation.
Location: Batam, Indonesia; onsite technical operations role.
Company
develops global connectivity solutions for consumers, businesses, governments, and military customers.
What you will do
- Coordinate communications, documentation, escalations, and bridge calls during critical outages and customer-impacting incidents.
- Triage alerts, isolate network faults, and support service restoration while maintaining SLO and SLA alignment.
- Collaborate with DevOps, hardware infrastructure, and engineering teams to diagnose complex networking and connectivity issues.
- Provide real-time status updates to customer-facing teams, external partners, vendors, and fiber providers.
- Coordinate field logistics, including dispatching onsite vendors to resolve physical site issues.
- Manage Tier 2 escalations and ticket queues, ensuring accurate documentation and timely resolution.
Requirements
- Experience in a technical operations environment such as a NOC, TAC, enterprise IT, or technical call center.
- Hands-on experience managing network incidents, outages, circuit-impacting events, or service degradations.
- Ability to escalate and coordinate effectively with external vendors and service providers.
- Introductory experience using AI tools and large language models for troubleshooting, documentation, or workflow optimization.
- Basic familiarity with query languages or data analysis tools such as SQL or KQL for parsing logs and alerts.
- Availability to work onsite in Batam, Indonesia.
Nice to have
- Knowledge of radio frequency and satellite communications.
- Understanding of the OSI model and common routing protocols.
- Experience with ServiceNow, Jira, Salesforce, or similar enterprise ticketing platforms.
Culture & Benefits
- Work with global networks and international technical partners.
- Collaborate across customer operations, DevOps, hardware infrastructure, engineering, and field service teams.
- Develop expertise in networking, satellite technologies, operational support, and incident management.
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