Support Technician

RigNet; United Kingdom; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading technology company based in the United Kingdom is seeking an IT Support Technician to provide troubleshooting support across various platforms. The role requires a graduate-level qualification or 3+ years of relevant experience and excellent communication skills. Responsibilities include managing support desk issues, liaising with customers, and conducting compatibility testing. Ideal candidates will be familiar with Dell/HP hardware and multiple Windows operating systems. A dynamic and adaptable approach to challenges is essential for success in this position.

Qualifications

• Ideally qualified to a graduate level or 3+ years’ experience in technical support.
• Excellent communication skills required.
• Experience with Dell/HP hardware, Windows Operating Systems, and Linux.

Responsibilities

• Troubleshoot support desk issues in both 1st and 2nd line capacity.
• Provide SLA-compliant customer support on external issues.
• Manage call tracking system updates.
• Supply KPI tracking reports to business analysts.
• Conduct testing and diagnostics of returned materials.
• Identify and tackle customer challenges efficiently.
• Perform compatibility and integration testing.

Skills

Troubleshooting support desk issues

Customer communication

Prioritizing workload

Compatibility testing

Education

Graduate level qualification or 3+ years of experience

Tools

Dell/HP Hardware

Windows 10

Linux

VMware vSphere

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.