Technical Support Engineer

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 do As a Global Technical Support Engineer at Viasat, you will be part of an ambitious team that excels in addressing the most challenging technical issues. Your outstanding proficiency in troubleshooting and resolving complex problems will ensure that our customers receive top-tier support. You are motivated by a passion for technology and innovation, and you are eager to contribute to a company that values collaboration and inclusivity. Your role will be crucial in assisting us in successfully implementing advanced solutions and maintaining flawless operations across our global network. Your role will involve supervising and upholding terminals, firmware, and networks for Viasat's partners and end customers. You will act as the primary point of contact for any service-related matters, such as setup, updates, and efficiency. Your duties will encompass the installation and configuration of systems, pinpointing hardware and software malfunctions, and addressing technical issues either remotely or on-site. Your technical aid will be essential for the uninterrupted operations and secure communications of vessels, aircraft, and land-based terminals.The day-to-dayIdentify and diagnose hardware, software, system, and network problems, providing outstanding customer service along the wayParticipate in troubleshooting GX service system or hardware issues raised by our channel, NOC, or other internal partiesHelp troubleshoot GX end-to-end for spectrum issues on the over-the-air interface and hub-side issues related to line cards, protocol processors, and Cisco routersCollaborate with the GX development team to validate software releases and patches, ensuring safe implementation of network configuration changesCollaborate with the training academy to share knowledge on GX troubleshooting processes, network tools, and useful network/system experienceMaintain awareness of cyber activity risks and follow corporate policies and procedures to mitigate themLog and keep records of customer issues and solutions to support business improvement initiatives, including analyzing call logs to identify trends and underlying problemsUpdate self-help documents to empower customers and colleagues to resolve issues independentlyWork with field engineers for on-site problem resolution and equipment testingWhat you'll needPossessing qualifications up to CCNA level or equivalent expertise and skills, demonstrating confidence in your capabilities and readiness to take strategic risksPossess a degree or equivalent in communications/network engineeringExperience with IP data and circuit-switched data/voice connectivity, ideally within the satellite communications or cellular sectorFamiliarity with mobile communications technologies like Satellite Communications, Cellular Telephony, GSM, GPRS, 3G, UMTSExperience with Wireless Networking technologies like WiFi® and Bluetooth® in a mobile/satellite settingCCNP qualificationExceptionally oriented towards customers, with a zeal for assisting others in tackling technical obstaclesSelf-motivated and tenacious, ensuring deadlines are met even under pressureProactive in maintaining and growing technical and commercial knowledge, with strong communication skillsWhat will help you on the jobWorking knowledge of VSATUnderstanding of core Viasat products and services and their capabilitiesExperience working on a shift patternKnowledge of a foreign language