Technical Assistance Center Technician
: Job Details :

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 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.The day-to-dayIncident isolation, triage, and critical issues to DevOps engineering resources during network outage events that require coordination among multiple resourcesInteract with physical and virtual network components in order to evaluate and/or perform fix actions when appropriateHandling sophisticated single-customer issues escalated from Customer-facing support teamsCoordinating and dispatching vendors to our SAN, Gateway, and Core node sites to fix, or replace hardware equipment at the sitesHandle ticket queues and responses to external vendors and partners with strict service-level agreementsAs a member of the Technical Assistance Center your communication, coordination, and collaboration is what maintains network and RF hardware availability for the customersYou 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 issuesMaintain site safety and procedures for our onsite work forceProviding Tier 2 support for our internal groups to isolate and resolve issues prior to Tier 3 supportWhat you'll need2+ years experience in a call Center/IT or NOC Ticketing ExperienceExperience in leading others through remote fix proceduresUnderstanding of standard networking principlesExcellent written and communication skillsExperience with working with SLA's (Service Level Agreements)Incident management or Outage event handlingExperience providing excellent customer service in a complex technical environmentGood communications skills, ability to work across various levels within an organizationDemonstrable ability to quickly learn and retain the knowledge of a new environmentAbility to do shift workWhat will help you on the jobRadio Frequency (RF) and/or Networking experience not required but advantageousCommunication skills are extremely helpful, especially if attempting to work in a remote capacity.Salary range$29.33 - $41.83 / 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 $36.3 - $49.28/ 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 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.#J-18808-Ljbffr