About us

One team. Global challenges. Infinite opportunities. At Viasat, we’re on a mission to deliver connections with the capacity to change the world. For more than 35 years, Viasat has helped shape how consumers, businesses, governments and militaries around the globe communicate. We’re looking for people who think big, act fearlessly, and create an inclusive environment that drives positive impact to join our team.

What you'll do

As a Technical Support Engineer, you’re not new to communications and networking. What makes you different is the passion and self-drive you demonstrate in taking a customer’s issues and owning them through to completion, exceeding all expectations along the way. You love to problem solve and feel challenged and your greatest passion is to embed yourself with the most innovative and thriving technologies that don’t just exist today – but tomorrow.

 
You will be monitoring and maintaining the terminals, firmware and networks our Partners and end customers and sometimes as part of a Managed Service offering.  If there are any issues relating to ‘The Service Offering’, such as configuration, upgrades, throughput, you’ll be the first person our Partners and end customers will come to.  Tasks can include installing and configuring systems, diagnosing hardware/software faults and solving technical problems, either over the phone or face to face.  Most importantly, as a customer cannot afford to be without safety communications for more than the minimum time taken to repair or replace, your technical support is vital to the ongoing operation of that vessel, aircraft or land based terminal and the lives of those relying on these services.

 

Some tasks you may be involved in include:

Working with customers to identify and diagnose hardware device, software application, system, and or network problems and advising on the solutionLogging and keeping records of customer issues and solutions to enable Business Improvement initiativesUpdating self-help documents so customers and colleagues can try to fix problems themselvesTesting and fixing faulty equipment
The day-to-day

Working as part of a 24/7 team on a shift pattern, this role will allow you to demonstrate and challenge your technical knowledge giving you the opportunity to work within a passionate, enthusiastic team that display a proactive, zealous and dedicated passion for our customer and their requirements, providing empathy drive and pioneering a level of service our customers want and deserves.

You will support our customers offering them an experience second to noneDeliver technical solutions using traditional and innovative problem solving techniques on the network, hardware and applications providing customer excellence along the wayQualified to a network level or have equivalent knowledge and capabilities, you will be confident in your own knowledge and abilities. With your solid communications experience and sound judgment you will be able to take strategic risks when neededBe self-motivated and tenacious in ensuring that even under pressure; tight deadlines will be met with your customer’s needs coming first.Be proactive in maintaining and growing a strong technical awareness along with a sound commercial knowledge all enabling you to consult and deliver appropriate solutions to your customers, building loyalty and rapport as you goYou will manage cases in line with customer’s expectations securing SLAs and KPIsYou will participate in fixing any GX service system or hardware issue raised by our channel, NOC or other internal partiesYou will assist in GX end-to-end problem solving in regards to spectrum issues on the over-the-air interface and problems on the hub side, related to line cards, protocol processors and cisco routersProvide support to GX network/systems issues to ensure minimum impact in the services
What you'll need

Professional telephone mannerAbility to communication affectively at all levelsExperience of NetworkingBeing able to decipher technically complex issues from a multicultural customer baseDisplay an adaptable and flexible approach in meeting a customer’s requirements, being creative, innovative and prepared to focus and commit in assisting customers with their queries.Working in a team environment and being a great teammatePC Literate
What will help you on the job

Educated to degree level or equivalent in communications / network engineeringIP data and circuit switched data/voice connectivity, ideally within the satellite communications or cellular sectorMobile communications technologies such as Satellite Communications, Cellular Telephony, GSM, GPRS, 3G, UMTSWireless Networking technologies such as WiFi® and Bluetooth®  within a mobile / satellite environmentCCNA qualificationWorking knowledge of VSATExperience in working in a technical and International customer service environmentExperience in working on a shift patternViasat Channel Partnership & General Commercial AwarenessKnowledge of a foreign languageAwareness of Operational Process and Procedures
EEO Statement

Viasat is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, ancestry, physical or mental disability, medical condition, marital status, genetics, age, or veteran status or any other applicable legally protected status or characteristic. If you would like to request an accommodation on the basis of disability for completing this on-line application, please click here.