Technical Assistance Center Engineer

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

As a part of the TAC, you are responsible for communication and coordination between customer operations teams and DevOps teams that support all global networks. As a member of the TAC you will have opportunities to be at the center of Viasat's Incident Management process, assisting your team to help mitigate any customer-impacting events and helping them to restore services through vendor coordination of onsite engineers and circuit providers. You will be able to work with engineering teams that use a diverse set of networking, RF, and Viasat proprietary technology to provide internet to all of our customer markets.

Your support and communication skills will help provide detailed and documented timelines during the diagnosis and restoration of services. As a TAC team member, we are responsible for helping maintain Viasats service level objectives for our wholesale and retail business, including commercial mobility, residential fixed services, government, and energy and safety services around the world.

The day-to-day

As a team member, you will review and provide daily handover of any reported incidents. During your review, you'll be responsible for checking the reported events for accuracy and completeness of information. You'll participate in the incident management process by assessing incidents, raising awareness to our DevOps teams, and hosting bridge calls for fault isolation, troubleshooting, and restoration of impacting events. You will have a voice to contribute creative solutions that allow the team to grow through automation and process efficiencies. You will have the full support of your manager to help you craft and achieve your career goals. You'll learn about new groundbreaking innovative technology that is designed to win over the competition.

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
• Proficiency in English written and spoken communication skills
• Experience with working with SLA's (Service Level Agreements)
• Incident management or Outage event handling
• Experience providing excellent customer service in a sophisticated technical environment
• Good communications skills, ability to work across various levels within an organization
• Proven ability to quickly learn and retain the knowledge of a new environment
• Ability to demonstrate prioritization while task switching.
  
  
  

What Will Help You On The Job

• Additional skills and tools that will help you include
• Radio Frequency (RF) component general knowledge
• Knowledge of OSI model and working concepts and protocols
• Experience using ticketing systems like Service Now, Jira, or Salesforce
• Ability to type 40 words per minute
  
  
  

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 application, please click here.