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
The Mobility Service Operations team is a key member of Viasat’s Commercial Airline Support team, which helps deliver and maintain Viasat’s best-in-class In-Flight wi-fi services to our global Commercial Airline customers. Primary responsibilities will include monitoring support channels to ensure a rapid response and resolution to any problem or inquiry, working collaboratively with others to help manage incidents and problems to closure. They also support the provisioning and configuration of new terminals.
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 is also key to handling our passenger care support team in based in college station.
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, analytical skills, as well is ticket and process documentation. 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.
This position is all of MSO duties above in addition will be working closely with devops engineers to investigate and help solve complex SW and HW issues. Will also interface with the Service ops department on identifying issues with the mobility network all with a goal of improving overall mobility performance in multiple areas. This person will also have to be able to train peers on latest process or technology.
The day-to-day
- Monitor support channels to ensure a rapid response and resolution to any problem or inquiry
- Support the provisioning and configuration of new terminals.
- Monitor our core service elements for exceptions
- Follow appropriate escalation procedures
- Thoroughly documenting incident progress and resolution details in our ticketing system
- Communicate outages and maintenance notifications to our customers.
What You'll Need - 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
- Above average splunk skills
- Packet capture / wire shark skills
- Python or other scripting knowledge
- Associate’s Degree in a technical discipline or equivalent work/military experience
What Will Help You On The Job
- Linux skills
- SatCom experience preferred
Salary range
$78,200.00 - $128,950.00 / annually
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 cash 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 application, please click here.