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About Us

What You'll Do

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 solution
• Logging and keeping records of customer issues and solutions to enable Business Improvement initiatives
• Updating self-help documents so customers and colleagues can try to fix problems themselves
• Testing and fixing faulty equipment

The day-to-day

You will support our customers offering them an experience second to none

• Deliver technical solutions using traditional and innovative problem solving techniques on the network, hardware and applications providing customer excellence along the way
• Qualified 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 needed
• Be 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 go
• You will manage cases in line with customer’s expectations securing SLAs and KPIs
• You will participate in fixing any GX service system or hardware issue raised by our channel, NOC or other internal parties
• You 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 routers
• Provide support to GX network/systems issues to ensure minimum impact in the services

What You'll Need

• Professional telephone manner
• Ability to communication affectively at all levels
• Experience of Networking
• Being able to decipher technically complex issues from a multicultural customer base
• Display 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 teammate
• PC Literate

What Will Help You On The Job

• Educated to degree level or equivalent in communications / network engineering
• IP data and circuit switched data/voice connectivity, ideally within the satellite communications or cellular sector
• Mobile communications technologies such as Satellite Communications, Cellular Telephony, GSM, GPRS, 3G, UMTS
• Wireless Networking technologies such as WiFi and Bluetooth within a mobile / satellite environment
• CCNA qualification
• Working knowledge of VSAT
• Experience in working in a technical and International customer service environment
• Experience in working on a shift pattern
• Viasat Channel Partnership & General Commercial Awareness
• Knowledge of a foreign language
• Awareness of Operational Process and Procedures

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