Field Service Specialist

RigNet; Singapore; Remote; SGD 50,000 - 70,000; Full time

Job summary

A global communications firm in Singapore is seeking a Field Service Specialist to support installation and service activities. The ideal candidate should have a bachelor's degree, strong technical skills in satellite communications, and experience working with various tools like JIRA and ServiceNow. This role involves remote system diagnosis, installation validation, and collaborating closely with technical teams. Join us in shaping the future of communication!

Qualifications

• Deep understanding of DNS, TCP/IP, SSH, DHCP in both Windows and Linux/Unix.
• Experience in satellite communications or cellular sector is a plus.
• Ability to create scalable and sustainable processes.

Responsibilities

• Support service and installation activities on board vessels.
• Validate installations and diagnose VSAT systems.
• Create documentation and maintain service reports.

Skills

Understanding of DNS, TCP/IP, SSH, DHCP

Mobile communications technologies (Satellite Communications)

Experience in developing standard methodologies

Working knowledge of VSAT

Skills in IP Technologies and Telecoms

Education

Bachelor's degree or equivalent experience

Tools

JIRA

ServiceNow

CISCO

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

The role of Field Service Specialist is responsible for supporting Viasat and Viasat Partner Technicians during all service and installation activities on board vessels, as well as working closely with Customer/Technical Support and Global Service Delivery to advise on repairs, maintenance and installations. The Field Service Specialist is considered a subject matter expert.

The day-to-day

• Remotely validate the installation of GX Ka-band and L-band systems performed by installers
• Collaborate and provide remote assistance to internal and third-party Field Service
• Remotely diagnose stabilized VSAT systems, FBB terminals and networking peripherals in order to scope spare part requirements and repair activities to reduce workload and cost
• Responsible for remote verification of new installations, upgrades, repairs, maintenance and virtual annual service and installation projects
• Devise solutions to complex function impairments within the capacity and operational limitations of Inmarsat managed service solutions
• Responsible for monitoring service requests and evaluating system failures and failure history to ensure that scope of work addresses definitive resolution
• Accountable for self-replacement decisions and creating user guide documentation as required by work scope
• Responsible for running Remote Health Checks as per our Fleet Care product procedures
• Perform proactive monitoring of our customer base and resolve issues found based on assurance data captured
• Contribute to development of tools and processes used for proactive monitoring and repair capabilities
• Responsible for creating and maintaining the service report used by our internal and external field engineers
• Collaborate with CTO to validate vendor firmware/software updates for Inmarsat products and services
• Provide reporting to Supply Chain and Quality to ensure adequate stock levels based by repair trends
• Collaborate and participate as a SME (subject matter expert) in various projects run by CPM such as product/service development, implementation and testing
• Share knowledge and act as a SME/trainer for various groups within Service Delivery team and Global
• Customer Operations where training or assistance is needed
• Update guidance and be at the forefront of understanding new technologies within the organisation
• Work as part of a shift rotation

What you'll need

• Bachelor's degree or equivalent experience in relevant science or technology field
• Understanding for applications Incl. JIRA, ServiceNow, SharePoint. SPLUNK, CISCO and Linux
• Understanding of DNS, TCP/IP, SSH, DHCP of both Windows and Linux/Unix Operating Systems
• Experience in developing standard methodologies, creating scalable and sustainable processes
• IP data and circuit switched data/voice connectivity, ideally within the satellite communications or cellular sector
• Mobile communications technologies such as Satellite Communications, Cellular Telephony, GSM, GPRS, 3G, UMTS
• Wireless Networking technologies such as WiFi® and Bluetooth® within a mobile / satellite environment
• Working knowledge of VSAT

What will help you on the job

• Experience in working in an international technical support environment
• Hands on field technical experience in consumer electronics or the IT industry
• Good understanding of core Inmarsat Products & Services and their Experience in working in a technical and international customer service environment
• Practical experience of standard process in order fulfilment, technical service and customer services processes
• Skills in IP Technologies, Telecoms or Satellite Communications including hands on experience with actual systems
• Strong people skills, confident and comfortable at engaging collaboratively in an intellectual and multinational environment at all levels
• Influential with the ability to operate at both strategic and operational levels
• Cisco CCNA certified
• Python scripting
• Knowledge or certification in ITIL service operation

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.