About usOne 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 doAs a team member of the Technical Assurance Center, you will be the center of communications as we command and control our international broadband services IP network, satellite gateway earth stations, and RF network using advanced systems and tools. You will be the hub for incident awareness and coordination, you will assist our Customer Call Center and installers, and be the primary contact to companies for which we manage networks around the world. You will perform routine processes and coordinate part replacement and dispatch to our hundreds of sites. While working with our world-class engineers, you will coordinate and help implement maintenance activities, part replacement, and new equipment installs. The day-to-dayJob Responsibilities
- Incident isolation, triage, and escalation to DevOps engineering resources during network outage events that require coordination among multiple resources
- Interact with physical and virtual network components in order to perform fix actions
- Handling advanced single customer technical troubleshooting
- Coordinating and dispatching vendors to our SAN, Gateway, and Core node sites to troubleshoot, or replace hardware equipment at the sites
- Manage ticket queues and responses to external vendors and partners with strict service level agreements
What you'll need
- Requirements
- 2 + years experience in technical troubleshooting in a corporate or call center environment including network and user connectivity.
- Proven experience providing excellent customer service in a complex environment
- Good communications skills, able to talk with different levels within an organization
- Proven ability to quickly learn and retain the knowledge of a new environment
- Able to work shifts in a 24/7 environment.
- Able to differentiate between colors .
- Physically able to remove routers and other equipment from racks.
- Associate's degree in Computer Science or a related field, or equivalent combination of education and experience
- Call Center/IT or NOC Ticketing Experience
- Experience Leading Others Through Remote Troubleshooting
What will help you on the job
- Preferences
- Network data flow and network component knowledge
- Cisco Networking Knowledge
- Radio Frequency Knowledge and Experience
- Field Installation experience
- Ability to prioritize and manage multiple task
- Experience with MS Office suite
Salary range$27.88 - $39.42 / hourly. For specific work locations within San Jose, the San Francisco Bay area and New York City metropolitan area, the base pay range for this role is $34.62 - $46.63/ hourly At Viasat, we consider many factors when it comes to compensation, including the scope of the position as well as your background and experience. Base pay may vary depending on job-related knowledge, skills, and experience. Additional cash or stock incentives may be provided as part of the compensation package, in addition to a range of medical, financial, and/or other benefits, dependent on the position offered. Learn more about Viasat's comprehensive benefit offerings that are focused on your holistic health and wellness at EEO StatementViasat 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.