Technical Support Technician

KVH Industries • Bristol, RI

1d • Onsite

About The Position

A Technical Support Technician provides technical support for KVH’s global VSAT network and third-party networks. The role works with satellite providers, teleport operators, vendor Network Operations Centers, VOIP providers, direct KVH customers, KVH service providers, and public and private network operators, under the guidance of the Technical Support Supervisor. Duties include monitoring network performance, performing maintenance, providing system diagnostics and hardware support to KVH customers, and supporting the managed-services IT help desk. Network operations are a 24-hour, 365-day responsibility. This position requires onsite attendance at KVH’s Bristol, Rhode Island headquarters.

The technician supports partners and their customers, maintains knowledge of VSAT antennas and mobile terminal hardware, and develops expertise in KVH network and terminal design, deployment, functionality, and maintenance. The role follows operating procedures, monitors network health, maintains configuration and maintenance logs, diagnoses and resolves customer incidents, uses case-management tools, initiates field-service plans for hardware failures, and collaborates with regional offices, global partners, and customers to maintain a high level of customer service.

Applicants must have an associate degree in a relevant field, or qualifying prior military communications experience or an adequate level of prior experience as a substitute. At least three years of experience in network management, field-service support, or technical support is required. The position may require travel and scheduled workdays, evenings, nights, or weekends.

Requirements

• Associate degree in computer science, information systems, network management, or engineering; prior military communications experience or an adequate level of prior experience may substitute for the degree.
• At least 3 years of experience in network management, field-service support, or technical support.
• Proficiency in Microsoft Office.
• Excellent customer-management and communication skills.
• Ability to facilitate problem solving with coworkers and customers.
• Organizational skills, with attention to detail and accuracy.
• Ability to travel occasionally and work scheduled days, evenings, nights, or weekends.
• Must be a U.S. citizen or permanent resident and verify eligibility to work in the United States.
• Successful completion of required background checks and drug screening after accepting an offer.

Nice To Haves

• Prior experience with Salesforce Service Cloud.

Responsibilities

• Provide technical support to KVH partners and their customers.
• Develop and maintain knowledge of servicing VSAT antennas and mobile terminal hardware.
• Become fully skilled in KVH network design, terminal designs, deployment, functionality, and maintenance.
• Follow network operating procedures when working with network infrastructure partners.
• Monitor network health and take corrective action when needed.
• Maintain system configuration and maintenance logs.
• Diagnose and resolve customer incidents using technical diagnostic skills.
• Use case-management tools to manage customer issues successfully.
• Initiate a field-service plan for a hardware failure.
• Work with regional KVH sales and service offices, global partners, and customers to maintain a high level of customer service.
• Perform other duties as assigned.

Benefits

• Generous paid time off.
• Tuition reimbursement.
• Medical, dental, vision, and life insurance.
• Flexible spending or health spending account.
• Employee stock purchase program.
• Retirement plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree