About us
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.
What you'll do
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 perform fix
actions
Handling Tier 3 sophisticated single-customer issues
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
What are the real-world implications of your work?
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.
Who other types of people will the candidate have the opportunity to work with
at Viasat?
DevOps engineering teams
Distributors that resell viasat services across all of Europe
Other regional TAC teams located in the US and Asia
Mobility & Aircraft Support Teams
Procurement & Asset Management
Employee Resource Groups (Diversity, Family, Regional)
Local Community
The day-to-day
What's the day-to-day like for this candidate?
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 Distributors. 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. This position will be
part of the 3rd shift team working from 6PM - 6AM MT working on a 24X7
operatio
What you'll need
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 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
Availability to work the 3rd shift as required on a rotating schedule
What will help you on the job
Radio Frequency (RF) experience not required but advantageous
Salary range
$24.09 - $40.34 / 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 cas 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 careers.viasat.com/LifeAtViasat/Benefits.
EEO statement
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
applicatio