Global Technical Support Consultant

Viasat; Ålesund; On-site; NOK 40,000 - 60,000; Full time

Job summary

Viasat in Ålesund, Norway is looking for a Global Technical Support Consultant. You will be responsible for monitoring and maintaining terminals, firmware, and networks, providing technical support to partners and customers.

This role requires a degree in communications/network engineering and involves diagnosing hardware/software issues while maintaining high customer satisfaction.

Join Viasat and be part of a team that thrives on solving technical challenges in a fast-paced environment.

Qualifications

• Educated to degree level or equivalent in communications/network engineering.
• Experience with IP data and circuit switched data/voice connectivity, ideally in satellite communications.
• Ability to communicate effectively at all levels.

Responsibilities

• Monitor and maintain terminals, firmware, and networks.
• Document cases and diagnose hardware/software faults.
• Work closely with training academy to share knowledge on troubleshooting.

Skills

Customer-focused

Problem-solving

Networking protocols knowledge

Technical communication

Education

Degree in communications/network engineering

Tools

Network monitoring tools

Wireless Networking technologies

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

As a Global Technical Support Consultant, you’ll be monitoring and maintaining terminals, firmware and networks for Inmarsat’s Partners and end customers, sometimes as part of a Managed Service offering. If there are any issues relating to the ‘Service Offering’, such as configuration, upgrades, throughput, you’ll be the first person our Partners and end customers will come to. Tasks can include documenting cases, diagnosing hardware/software faults and solving technical problems, either over the phone or face to face. Most importantly, as customers cannot afford to be without safety communications for more than the minimum time taken to repair or replace, your technical support is vital to the ongoing operation of vessels, aircraft or land based terminals and the lives of those relying on these services.

The day-to-day

• Working with customers to do initial identification and diagnose hardware device, software application, system and/or network problems and advising on the solution providing customer excellence along the way
• You will contribute to resolving any GX service system or hardware issue reported by our channel, NOC, or other internal parties.
• You will work closely with the training academy to pass knowledge on GX troubleshooting processes, network tools and useful network/system experience you gain
• Logging and keeping records of customer issues and solutions to enable Business Improvement initiatives including analysing call logs so you can spot common trends and underlying problems
• Contribute to update self-help documents so customers and colleagues can try to fix problems themselves
• Working with field engineers who conduct site visits if a problem is more serious
• Testing and fixing faulty equipment

What you'll need

• Educated to degree level or equivalent in communications/network engineering
• IP data and circuit switched data/voice connectivity, ideally within the satellite communications or cellular sector
• Wireless Networking technologies such as WiFi and Bluetooth within a mobile / satellite environment
• Exceptionally customer-focused and love assisting other people overcome technical challenges, which drives you to identify solutions both inspirational and innovative
• Self-motivated and tenacious in ensuring that, even under pressure, tight deadlines are met
• Actively committed to expanding deep technical knowledge in addition to solid commercial understanding. You are a fantastic communicator and you are keen to share your ideas
• Ability to communicate effectively at all levels and decipher technically complex issues from a multicultural customer base

What will help you on the job

• Good understanding of network and networking protocols
• Good understanding of core Inmarsat Products & Services and their capabilities
• Experience in working on a shift pattern
• Knowledge of a foreign language

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.