Technical Service Desk Engineer

Viasat; City Of London; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading telecommunications company in London seeks a support specialist to manage customer calls and service requests related to telecommunications. Candidates should have a degree in an engineering discipline and experience in IT server administration. The role involves providing solutions for technical issues and conducting maintenance of hardware and systems. Strong communication skills and a customer-first mindset are crucial.

Qualifications

• Experience troubleshooting networking or communications systems incidents.
• Ability to prepare technical documentation under supervision.
• Must have a problem solving approach and be creative under pressure.

Responsibilities

• Answer customer calls and emails for operational support.
• Triage requests and incidents, conducting investigations as needed.
• Conduct maintenance activities on IT systems and satellite terminal hardware.

Skills

Fluent English communication

Problem-solving

Customer service orientation

Time management

Education

Diploma or Degree in Engineering

Tools

Windows Server systems

Networking technologies (Cisco)

Linux

Jira/ServiceNow

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

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.

The day-to-day

• 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.

What you\'ll need

• 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.

What will help you on the job

• 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

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.