Field Support Engineer - Government Aviation

Viasat, Inc.•Remote (excluding ND, VT, or RI), UNAVAILABLE

1d•Onsite

About The Position

The purpose of this role is to provide direct support for US DOD customers located in the greater Oklahoma City area. As a field support representative, you will install and test communications equipment prior to, as well as monitoring the systems during operations. You will be an authority on the satellite terminal operation, the customer’s suite of equipment, in-depth SATCOM theory, product specific theory, and practical applications. As a member of a 24/7 support team, you will work closely with our operations team in Carlsbad, CA and distributed remote field service engineers, promoting a strong team environment. You will provide frontline support and be the liaison for other Viasat teams from multiple subject areas such as program management, systems, software, RF, electrical and mechanical engineers as well as configuration management, production, test and technical publications staff. As a key team member, constant communication is essential as you maintain a direct link to the customer to support their critical mission. You will train the system operators, routinely create and update work order tickets, provide detailed field service reports, weekly status reports, and contribute at recurring meetings. You remain current on the latest software and hardware releases, monitor and report on potential latent defects, and customer use cases. Excellent customer service is a high priority as you proactively update customer application notes, document customer equipment configurations, maintain a terminal configuration database and improve the knowledge base to support the growth and development of the team. You routinely use various network access and monitoring tools to obtain current and historical information on flights of interest and will parse log files and logically solve service or performance issues.

Requirements

3+ years' experience with IP-based military or commercial SATCOM systems
Proven experience working with IP/Networking devices, including configuration, application and troubleshooting of routers, switches, ASA/Firewalls, and IP encryption devices
Fundamental knowledge of satellite communications and RF transmission theory
Solid verbal and written communication skills
Strategic, critical and analytical problem-solving skills
Ability to thrive in high pressure situations and talk to customers professionally
Ticketing systems experience and desire to meticulously document all activities
Willingness to support 24/7 on-call responsibilities
SEC + CE (must be certified within 180 days of accepting role)
Associate’s degree in a technical field or equivalent work experience
US citizenship required
Active DoD Secret Clearance
Ability to travel up to 50%

Nice To Haves

Advocate for and drive a positive team environment
Experience with mobile broadband communications, tracking antennas, test equipment, electronic principles and communications theory
Experience with airborne communications as Communications Systems Operator, Airborne Maintenance Technician, Airborne Systems Engineer, or Radar/Comm/Mission Operator (i.e. 1A3x1 or 1A1x4/x8)
Experience with Linux command line environment
Experience creating technical user documentation, training material, service bulletins and procedures
Experience working with multiple engineering teams; software, hardware, mechanical, RF, test
Bachelor’s degree in a technical field or equivalent work experience

Responsibilities

Provide direct support for US DOD customers.
Install and test communications equipment.
Monitor systems during operations.
Act as an authority on satellite terminal operation, customer's suite of equipment, in-depth SATCOM theory, product specific theory, and practical applications.
Work closely with operations team and remote field service engineers.
Provide frontline support and act as a liaison for other Viasat teams (program management, systems, software, RF, electrical, mechanical engineers, configuration management, production, test, and technical publications).
Maintain a direct link to the customer to support their critical mission.
Train system operators.
Create and update work order tickets.
Provide detailed field service reports and weekly status reports.
Contribute at recurring meetings.
Remain current on the latest software and hardware releases.
Monitor and report on potential latent defects and customer use cases.
Proactively update customer application notes.
Document customer equipment configurations.
Maintain a terminal configuration database.
Improve the knowledge base.
Use network access and monitoring tools to obtain current and historical information on flights of interest.
Parse log files and logically solve service or performance issues.