Technical Service Desk Engineer
About The Position
The role is specifically designed to support Viasat International Governments (VIG) direct customers' telecommunications needs as the first point of contact for their operational support requirements. This includes ensuring high standards relating to the actioning of customer standard service requests, responding to service incidents and outages to diagnose faults and restore services, maintaining customer facing IT services, as well as testing and preparing satellite terminal hardware for field operations.
Requirements
- A Diploma or Degree in an Engineering discipline relevant to IT server administration, IP network engineering or telecommunications
- Maintenance and support of physical and virtual Windows Server systems
- Expereince troubleshooting and resolving networking or communications systems incidents
- Ability to prepare technical documentation and reports under supervision
- Must have a problem solving approach and be creative under pressure
- Must be able to listen and empathize with customer issues - putting the customer first
- Good communicator both internally and externally to the organization
- Must have a sense of urgency and ownership of customer requirements and incidents
- Must be self-motivated to achieve required task and project completion to best standard in a busy environment
- Must hold citizenship and have a suitable background to qualify and maintain a government security clearance for the location country.
Nice To Haves
- Certifications in IP Networking / Cisco networking
- Experience in satellite communications, telecommunications and/or IP networks
- A working knowledge of Linux and Microsoft operating systems
- A working knowledge of network virtualisation technologies (VMware, Hyper-V)
- VSAT installation and fault finding experience. GVF certification
- A working knowledge of trouble ticketing systems and document repositories such as Jira/ServiceNow and Confluence /SharePoint
- Ability to work shift/ weekends
Responsibilities
- Answer customer calls and emails in fluent English language
- Triage the requests and incidents, conduct further investigation as required and progress the delivery or resolution
- Provide customer staff in the field with telephone support in equipment operation and fault-finding
- Understand the full VIG product set from a set up and support perspective
- Completion of allocated tasks to required quality within the agreed completion schedule
- Ensure all support Service Level Agreements are met, keeping customer updated on progress
- Conduct maintenance activities on IT systems and satellite terminal hardware in accordance with documented Work Instructions
- Generation of knowledge articles to assist or speed up future operations
- Must be committed to on-going personal development.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Industry
Telecommunications
Education Level
Associate degree
Number of Employees
5,001-10,000 employees
