What you'll do

This is a 12-month contract role.
Required to work on weekend once every 3 weeks

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-day

Identify and diagnose hardware, software, system, and network problems, providing outstanding customer service along the way

Participate in troubleshooting GX service system or hardware issues raised by our channel, NOC, or other internal parties

Help 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 routers

Collaborate with the GX development team to validate software releases and patches, ensuring safe implementation of network configuration changes

Collaborate with the training academy to share knowledge on GX troubleshooting processes, network tools, and useful network/system experience

Maintain awareness of cyber activity risks and follow corporate policies and procedures to mitigate them

Log and keep records of customer issues and solutions to support business improvement initiatives, including analyzing call logs to identify trends and underlying problems

Update self-help documents to empower customers and colleagues to resolve issues independently

Work with field engineers for on-site problem resolution and equipment testing

What you'll need

Possessing qualifications up to CCNA level or equivalent expertise and skills, demonstrating confidence in your capabilities and readiness to take strategic risks

Possess a degree or equivalent in communications/network engineering

Experience with IP data and circuit-switched data/voice connectivity, ideally within the satellite communications or cellular sector

Familiarity with mobile communications technologies like Satellite Communications, Cellular Telephony, GSM, GPRS, 3G, UMTS

Experience with Wireless Networking technologies like WiFi® and Bluetooth® in a mobile/satellite setting

CCNP qualification

Exceptionally oriented towards customers, with a zeal for assisting others in tackling technical obstacles

Self-motivated and tenacious, ensuring deadlines are met even under pressure

Proactive in maintaining and growing technical and commercial knowledge, with strong communication skills

What will help you on the job

Working knowledge of VSAT

Understanding of core Viasat products and services and their capabilities

Experience working on a shift pattern

Knowledge of a foreign language

Global Technical Support Engineer (Contract) - Mandarin/ Japanese Speaking