Technical Assistance Center Technician

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.

As a Technical Assurance Center Technician, you will be the center of communications as we coordinate the command and control of our international broadband services IP network, satellite gateway earth stations, and RF network using sophisticated systems and tools. You will be the hub for incident awareness and coordination with our DevOps teams, customer call center, and wholesale community. You will be part of a team that supports companies for which we run networks around the world. You will perform routine documented processes and coordinate dispatch and replacement of hardware to our hundreds of sites. While working with our world-class engineers, you will help implement maintenance activities such as configuration changes, hardware troubleshooting, and new equipment installs.

• Incident isolation, triage, and critical issues to DevOps engineering resources during network outage events that require coordination among multiple resources
• Interact with physical and virtual network components in order to evaluate and/or perform fix actions when appropriate
• Handling sophisticated single-customer issues escalated from Customer-facing support teams
• Coordinating and dispatching vendors to our SAN, Gateway, and Core node sites to fix, or replace hardware equipment at the sites
• Handle ticket queues and responses to external vendors and partners with strict service-level agreements
• As a member of the Technical Assistance Center your communication, coordination, and collaboration is what maintains network and RF hardware availability for the customers
• You are responsible for helping to ensure that service availability remains above 99%
• As a point of contact for other ISP's using Viasat services you work to coordinate engineering resources for raised issues
• Maintain site safety and procedures for our onsite work force
• Providing Tier 2 support for our internal groups to isolate and resolve issues prior to Tier 3 support

• 2+ years experience in a call Center/IT or NOC Ticketing Experience
• Experience in leading others through remote fix procedures
• Understanding of standard networking principles
• Excellent written and communication skills
• Experience with working with SLA's (Service Level Agreements)
• Incident management or Outage event handling
• Experience providing excellent customer service in a complex technical environment
• Good communications skills, ability to work across various levels within an organization
• Demonstrable ability to quickly learn and retain the knowledge of a new environment
• Ability to do shift work

• Radio Frequency (RF) and/or Networking experience not required but advantageous
• Communication skills are extremely helpful, especially if attempting to work in a remote capacity.

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.