Support Technician

Viasat; Farnborough; On-site; GBP 30,000 - 40,000; Full time

Job summary

A global technology company in Farnborough is seeking a Technical Support Engineer to provide exceptional troubleshooting support for IT/Networking platforms. The ideal candidate will have a graduate-level qualification or 3+ years experience in technical support, strong communication skills, and the ability to work collaboratively in a dynamic environment. The role includes both internal IT support and customer-facing responsibilities with various technologies.

Qualifications

• Experience troubleshooting support desk issues across various technologies.
• Comfortable working in both 1st and 2nd line support roles.
• Ability to prioritize daily workloads in line with business priorities.

Responsibilities

• Provide troubleshooting support for desk issues.
• Manage customer issues ensuring service level agreements are met.
• Liaise with other departments to fulfill customer requirements.

Skills

Troubleshooting skills

Excellent communication skills

Team collaboration

Education

Graduate level qualification

3+ years in technical support

Tools

Dell / HP Hardware

Windows 7

Windows 10

Windows 11

Linux

Job description

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

Viasat is internationally renowned as an innovative, high-growth and world leader technology Company. Viasat UK specialises in the design, development and delivery of information assurance and cyber security solutions for government and corporate applications which hold prestigious accreditations worldwide. Joining Viasat UK means you will have the unique opportunity to support a variety of leading edge products and applications within the data security industry.

Working within a small team environment, being the first point of call for customers, and interfacing with multiple departments including engineering and operations.

The day-to-day

This role will predominantly support our customers with troubleshooting across a wide range of IT/Networking end user platforms, whilst supporting our engineering team with investigation into compatibility and integration of our products into end user devices and network systems.

The role will also provide cover and support to our internal IT department for our UK network; providing appropriate infrastructure and service desk support to our employees.

Main Responsibilities/Key Tasks

• Troubleshooting support desk issues across a wide range of technologies, providing efficient long-term solutions - Working in both a 1st and 2nd line capacity.
• Troubleshooting external customer issues, including direct customer contact ensuring we are within SLA, problem solving, progress updates, and RMA requests.
• Ensuring the call tracking system is kept up to date for both Internal and External Calls
• Supplying reports/summary data to business analyst for tracking against department KPI’s
• Testing and diagnostics of returned material to company processes; feeding back improvements/changes where required
• The ability to identify and work through customer challenges efficiently
• Ability to prioritise varied daily workload in-line with Business priorities.
• Ability to thrive and be adaptable in a dynamic environment.
• Compatibility and integration testing
• Liaising with other departments to support customer requirements
• Pre-build solutions and testing prior to system deployment Project related installations of IT systems and Solutions Liaising with 3rd parties to resolve issues ith bespoke applications.

In addition, from time to time, you may be asked undertake other tasks and responsibilities not covered above in order to achieve project or corporate objectives.

What you'll need

Ideally you will be qualified to a graduate level, or have 3+ years’ experience in a relevant technical support environment.

The ideal candidate will be comfortable working as part of a small team and have excellent communication skills.

You will have experience with the following:

• Dell / HP Hardware (Laptops / Workstations) Incl. BIOS level configuration
• Operating Systems
  • Windows 7
  • Windows 10
  • Windows 11
  • Linux

What will help you on the job

Experience With the below is useful but not essential

• Microsoft Office suite
• Microsoft Exchange Server
• Microsoft Active Directory / Domain
• Domain Group Policy
• VMware vSphere (ESXi)

If you think you have an appropriate skillset that doesnt completely match the list, please do apply as we training can be provided for the right candidate!

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.