Service Management Engineer - Airline Support Operations

ViaSat   •  

Carlsbad, CA

Industry: Telecommunications

  •  

Less than 5 years

Posted 163 days ago

This job is no longer available.

Additional responsibilities will include daily monitoring of our core service elements for exceptions, following appropriate escalation procedures, and thoroughly documenting incident progress and resolution details in our ticketing system. Will also be key in communicating outages and maintenance notifications to our customers. This role will also contribute to documentation and other shared knowledge.

We are looking for candidates who enjoy working directly with internal and external customers and solving their problems, and who possess excellent troubleshooting, fault-isolation and analytical skills. Our ideal candidate is passionate about customer support and service quality, and enjoys multi-tasking in a fast paced, team environment. He or she enjoys working with the latest networking technologies, and is always looking for ways to personally contribute to overall process improvement.

This position interfaces directly with our commercial customers and with various internal groups, including Network and Service Operations Engineers, and program management. Strong interpersonal skills, including the ability to communicate with both technical and non-technical audiences is highly desired.

Requirements

  • Associate’s Degree in a technical discipline or equivalent work/military experience
  • 2+ years in a NOC environment or similar technical support role
  • 3+ years experience in a customer-facing service capacity
  • Prior experience with CRM tools, such as Salesforce
  • Solid understanding of TCP/IP and Broadband Networks
  • Willingness to work varying shifts to ensure 24/7 coverage of critical systems.
  • Adept at performing troubleshooting of complex systems and equipment
  • Experienced with the use of Network Monitoring Systems
  • Outstanding customer service, communication and interpersonal skills


Preferences

  • SatCom experiencepreferred


This position may be located in the following office locations: Denver, Duluth (Atlanta), Tempe or College Station.To learn more about this site and other office locations, please click here!

Additional requirements

Minimum education:

AA/AS or equivalentexperience

Years of experience:

2-4years

Travel:

Up to 10%

Citizenship:

None

Clearance:

None

Ref #1973