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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 In this fast-paced Government Care Center Operations team, you will be immersed in innovative technology, working closely with VIP and other government customers to investigate sophisticated hardware, software, networking, and configuration issues. Your role demands technical expertise and quick thinking as you provide direct support, ensuring proactive maintenance and seamless deployment of new systems and features worldwide. With your sharp attention to detail and outstanding problem-solving skills, you excel at resolving puzzling issues and delivering high-quality solutions with timely response times. As a proactive and skilled technician, you handle various customer-related systems such as the VSAT hub, VSAT remote, and RF chain. Your commitment to customer service shines as you diligently investigate outages, promptly advise customers of communication disruptions and coordinate service dispatches to resolve their issues. Recognizing the importance of follow-up, you conduct thorough repairs, verify solutions with customers, meticulously document the entire process while escalating sophisticated problems and documenting all network outages, calls, and solutions in the trouble ticket database. The day-to-day * Monitor and issue resolution while providing real-time communications with customers onboard the aircraft
* Provide Network, Hub and Aircraft terminal issue resolution
* Retain ownership of cases from initiation through resolution
* Proven master technical knowledge of all platforms supported by the GCC/NOC.
* Configure terminals according to the Salesforce ATRF.
* Assist in the review of processes/procedures to ensure technical accuracy
* Work with internal teams to document process/procedures (i.e., Global Network Operations (GNO), Network Services Engineering (NSE), Terminal Services Engineering (TSE), Government Mobility Service Operations (GMSO))
* Attend and participate in niche training for GCC/NOC Technicians
* Assist customers in troubleshooting terminals and other products managed by Viasat
* Identify and solve issues on various networks and escalation points, customers, and vendors as needed What you'll need * 4+ years' experience identifying and resolving hardware and software elements involved in IP networking, satellite communications, and/or cloud services
* 3 years' experience in a Technical Support or NOC role
* Base understanding of Linux/Unix and RF Satellite or Wireless Communication systems
* Ability to work a flexible schedule and rotating shifts in a 24x7 environment
* Demonstrated communication skills (both verbal and written) to communicate complex technical material to a variety of audiences
* Demonstrable experience with the use of the Network Monitoring System
* Associates Degree in Computer Science, Electrical Engineering, Information Technology or equivalent experience
* US government position. US citizenship required
* Current DoD 8570 certification IAT Level II (CCNA-Security, CySA , GICSP, GSEC, Security CE, or SSCP) or attainable within 6 months of employment
* Active DoD Secret clearance or ability to obtain as as soon as administratively feasible (interim clearance must be granted prior to the start date)
* Ability to travel up to 25% What will help you on the job * 3+ years' experience working with RF or satellite communications
* Experience in Wi-Max technology systems
* Prior experience with CRM and defect tracking systems, such as Salesforce or JIRA
* Familiarity with UNIX/LINUX configuration with the ability to capture and interpret network traces strongly preferred
* Candidates must be willing to work as part of a distributed team.
* Active CCNA, Sec+, Net+ and/or A Certifications
* Demonstrable experience completing precise command strings as well as addressing and device names at NMS interfaces
* Ability to type at least 40 words/minute Salary range $29.57 - $46.63 / hourly. For specific work locations within San Jose, the San Francisco Bay area and New York City metropolitan area, the base pay range for this role is $36.78 - $55.05/ 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 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 https://careers.viasat.com/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.