Global Technical Support Engineer

ViaSat - Carlsbad, CA

Carlsbad, CA

Telecommunications

About the position

As a Global Technical Support Engineer, you'll be monitoring and maintaining terminals, firmware and networks for Inmarsat's Partners and end customers, 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 customers 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 vessels, aircraft or land based terminals and the lives of those relying on these services.

Responsibilities

• Working with customers to identify and diagnose hardware device, software application, system and/or network problems and advising on the solution providing customer excellence along the way.
• Resolving any GX service system or hardware issue raised by our channel, NOC or other internal parties.
• Assisting in solving GX end-to-end spectrum issues on the over-the-air interface and issues on the hub side, related to line cards, protocol processors, and Cisco routers.
• Collaborating with the GX development team to validate software releases and patches and ensure the safe implementation of network configuration changes on the live network.
• Collaborating closely with the training academy to transfer knowledge on GX fixing processes, network tools, and valuable network/system experience.
• Working with applications and Certified Applications Providers, being aware of the risks that cyber activity can cause through corporate policy and procedures.
• Logging and keeping records of customer issues and solutions to enable Business Improvement initiatives including analysing call logs to spot common trends and underlying problems.
• Updating self-help documents so customers and colleagues can try to fix problems themselves.
• Working with field engineers who conduct site visits if a problem is more serious.
• Testing and fixing faulty equipment.

Requirements

• Qualified to at least CCNA level or have equivalent knowledge and capabilities.
• Educated to degree level or equivalent in communications/network engineering.
• Experience with IP data and circuit switched data/voice connectivity, ideally within the satellite communications or cellular sector.
• Knowledge of mobile communications technologies such as Satellite Communications, Cellular Telephony, GSM, GPRS, 3G, UMTS.
• Familiarity with Wireless Networking technologies such as WiFi and Bluetooth within a mobile/satellite environment.
• CCNP qualification.
• Exceptionally customer-focused and love assisting other people overcome technical challenges.
• Self-motivated and tenacious in ensuring that, even under pressure, tight deadlines are met.
• Proactive in maintaining and growing deep technical awareness along with solid commercial knowledge.
• Ability to communicate effectively at all levels and decipher technically complex issues from a multicultural customer base.

Nice-to-haves

• Working knowledge of VSAT.
• Good understanding of core Inmarsat Products & Services and their capabilities.
• Experience in working on a shift pattern.
• Knowledge of a foreign language.