Global Technical Support Engineer

Viasat; Singapore; On-site; SGD 50,000 - 70,000; Full time

Job summary

A global communication technology company is seeking a Global Technical Support Engineer to resolve complex technical issues and provide top-tier support. Ideal candidates will have a degree in communications/network engineering and CCNA certification. Responsibilities include diagnosing hardware and software problems, collaborating with internal teams, and maintaining customer satisfaction. This role is essential to ensure uninterrupted operations and secure communications across the global network.

Qualifications

• Experience with IP data and circuit-switched data/voice connectivity, ideally in satellite communications.
• Familiarity with mobile communications technologies like Satellite Communications and GSM.
• CCNP qualification is a plus.

Responsibilities

• Identify and diagnose hardware, software, system, and network problems.
• Collaborate with internal teams for troubleshooting and ensuring client satisfaction.
• Log customer issues and solutions to support business improvement.

Skills

Troubleshooting and resolving complex problems

CCNA level or equivalent expertise

Customer service orientation

Self-motivated and tenacious

Education

Degree in communications/network engineering

Tools

Wireless Networking technologies

VSAT knowledge

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 Engineer at Viasat, you will be part of an ambitious team that excels in addressing the most challenging technical issues. Your outstanding proficiency in troubleshooting and resolving complex problems will ensure that our customers receive top-tier support. You are motivated by a passion for technology and innovation, and you are eager to contribute to a company that values collaboration and inclusivity. Your role will be crucial in assisting us in successfully implementing advanced solutions and maintaining flawless operations across our global network.

Your role will involve supervising and upholding terminals, firmware, and networks for Viasat's partners and end customers. You will act as the primary point of contact for any service-related matters, such as setup, updates, and efficiency. Your duties will encompass the installation and configuration of systems, pinpointing hardware and software malfunctions, and addressing technical issues either remotely or on-site. Your technical aid will be essential for the uninterrupted operations and secure communications of vessels, aircraft, and land-based terminals.

The day-to-day

• Identify and diagnose hardware, software, system, and network problems, providing outstanding customer service along the way
• Participate in troubleshooting GX service system or hardware issues raised by our channel, NOC, or other internal parties
• Help troubleshoot GX end-to-end for spectrum issues on the over-the-air interface and hub-side issues related to line cards, protocol processors, and Cisco routers
• Collaborate with the GX development team to validate software releases and patches, ensuring safe implementation of network configuration changes
• Collaborate with the training academy to share knowledge on GX troubleshooting processes, network tools, and useful network/system experience
• Maintain awareness of cyber activity risks and follow corporate policies and procedures to mitigate them
• Log and keep records of customer issues and solutions to support business improvement initiatives, including analyzing call logs to identify trends and underlying problems
• Update self-help documents to empower customers and colleagues to resolve issues independently
• Work with field engineers for on-site problem resolution and equipment testing

What you'll need

• Possessing qualifications up to CCNA level or equivalent expertise and skills, demonstrating confidence in your capabilities and readiness to take strategic risks
• Possess a degree or equivalent in communications/network engineering
• Experience with IP data and circuit-switched data/voice connectivity, ideally within the satellite communications or cellular sector
• Familiarity with mobile communications technologies like Satellite Communications, Cellular Telephony, GSM, GPRS, 3G, UMTS
• Experience with Wireless Networking technologies like WiFi and Bluetooth in a mobile/satellite setting
• CCNP qualification
• Exceptionally oriented towards customers, with a zeal for assisting others in tackling technical obstacles
• Self-motivated and tenacious, ensuring deadlines are met even under pressure
• Proactive in maintaining and growing technical and commercial knowledge, with strong communication skills

What will help you on the job

• Working knowledge of VSAT
• Understanding of core Viasat products and services and their capabilities
• Experience 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.