Technical Assistance Center Technician

ViaSat Inc.; San Jose, New York (CA, NY); Hybrid; USD 36,000 - 68,000; Full time

Job summary

ViaSat Inc. is seeking a Technical Assistance Center Technician to join our global network operations. This fully remote role supports broadband services, satellite gateway systems, and IP/RF networks, helping keep critical systems up and running.

You will monitor incidents, manage ticket queues, and coordinate with DevOps, engineering, and field teams during outages. The position requires at least 2 years in a NOC/TAC or similar, plus experience with AI tools and SQL-like queries.

Qualifications

• 2+ years of experience in technical troubleshooting in a NOC, TAC, call center, or enterprise IT environment.
• Experience managing network incidents, including circuit-impacting events, outages, or service degradations.
• Proven ability to elevate and coordinate with vendors to resolve complex technical issues.
• Strong communication skills with the ability to collaborate across technical and non-technical teams.
• Proven ability to quickly learn and adapt in a dynamic environment.
• Excellent problem-solving capabilities and willingness to think creatively.
• Willingness to work 3rd shift and rotating schedules.
• Introductory experience with AI tools and Large Language Models (LLMs).
• Interest in leveraging automation and AI-driven insights to improve efficiency.

Responsibilities

• Serve as a central hub for incident management and communications across network operations.
• Monitor, troubleshoot, and support broadband, satellite, and IP network infrastructure.
• Lead response efforts during circuit-impacting events and service outages, ensuring rapid diagnosis and resolution.
• Act as a key escalation point for vendors and external partners, driving accountability and timely issue resolution.
• Coordinate dispatch and vendor support for hardware troubleshooting, replacement, and field operations.
• Manage and prioritize ticket queues while meeting strict SLA commitments.
• Collaborate with DevOps, engineering, and field teams during outage events and maintenance activities.
• Perform system maintenance including configuration changes, upgrades, and new equipment installations.
• Support customer-facing teams and global partners during complex technical issues.

Skills

AI tools & LLMs

SQL / KQL

RF satellite comms

Incident coordination

Strong communication

Tools

Jira

ServiceNow

Job description

About us

At Viasat, the work you do helps people stay connected in ways that matter, from everyday moments to critical missions across air, land, sea, and space.

We're a place for people who are curious, bold, and motivated by meaningful work. Here, you'll have the opportunity to make an impact, explore new possibilities, and grow your career in ways that align with your interests and goals. When you're ready to take on something new, you'll find leaders who support your development and help you turn your ambition into action.

What you'll do

We're excited to announce a dynamic opportunity for a talented Technical Assistance Center Tech. to join our growing team! This role offers the flexibility and convenience of fully remote work, allowing you to contribute from anywhere in the United States (*Excluding ND, VT, or RI) 12-hour/ 2-2-3 schedule.

Do you thrive in high-impact, fast-paced environments? Are you energized by solving complex problems and keeping critical systems running? If so, this role may be for you.

As a Technical Assistance Center (TAC) Technician, you will be at the center of global network operations—supporting, monitoring, and maintaining Viasat's international broadband services, satellite gateway systems, and IP/RF networks. You'll play a critical role in ensuring service reliability, managing incidents, and coordinating across teams and partners worldwide.

The day-to-day

• Serve as a central hub for incident management and communications across network operations
• Monitor, troubleshoot, and support broadband, satellite, and IP network infrastructure
• Lead response efforts during circuit-impacting events and service outages, ensuring rapid diagnosis and resolution
• Act as a key escalation point for vendors and external partners, driving accountability and timely issue resolution
• Coordinate dispatch and vendor support for hardware troubleshooting, replacement, and field operations
• Manage and prioritize ticket queues while meeting strict SLA commitments
• Collaborate with DevOps, engineering, and field teams during outage events and maintenance activities
• Perform system maintenance including configuration changes, upgrades, and new equipment installations
• Support customer-facing teams and global partners during complex technical issues

What you'll need

• 2+ years of experience in technical troubleshooting in a NOC, TAC, call center, or enterprise IT environment
• Experience managing network incidents, including circuit-impacting events, outages, or service degradations
• Proven ability to elevate and coordinate with vendors to resolve complex technical issues
• Strong communication skills with the ability to collaborate across technical and non-technical teams
• Proven ability to quickly learn and adapt in a dynamic environment
• Excellent problem-solving capabilities and willingness to think creatively
• Willingness to work 3rd shift and rotating schedules. *If the need should arise.
• Introductory experience with AI tools and Large Language Models "LLMs" (e.g., using AI assistants for troubleshooting, documentation, or workflow efficiency)
• Basic familiarity with query languages or data analysis tools (e.g., SQL, KQL, or similar)
• Interest in leveraging automation and AI-driven insights to improve efficiency

What will help you on the job

• NOC or call center ticketing system experience preferably in Jira and ServiceNow.
• Understanding of network data flow and infrastructure components
• RF or satellite communications experience
• Experience leading or coordinating remote troubleshooting effortsField installation or hardware support experience
• Knowledge of optical interface troubleshooting and coordination with vendors for repair.

#LI-VSAT

Salary range

$26.44 - $41.83 / hourly.For specific work locations within San Jose, the San Francisco Bay area and New York City metropolitan area, the base pay range for this role is $32.93 - $49.28/ hourly

At Viasat, we consider many factors when it comes to compensation, including the scope of the position as well as your background and experience. Base pay may vary depending on job-related knowledge, skills, and experience. Additional cash or stock incentives may be provided as part of the compensation package, in addition to a range of medical, financial, and/or other benefits, dependent on the position offered. Learn more about Viasat's comprehensive benefit offerings that are focused on your holistic health and wellness at https://careers.viasat.com/benefits.

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.