Technical Support Technician - 3rd Shift

KVH; Bristol (RI); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Paid time off

Tuition reimbursement

Medical/dental/vision insurance

Life insurance

Flexible spending account

Employee stock purchase program

Retirement plan

Job summary

KVH is seeking a Technician Support Technician to provide technical support for KVH’s global VSAT network and third-party networks, monitoring performance and performing maintenance in a 24/7 operation. This onsite role is based at our Bristol, Rhode Island headquarters.

You will work with satellite providers, VOIP partners, and KVH customers, performing diagnostics, hardware support, and case management while ensuring high levels of customer service.

Qualifications

• AS degree in computer science, information systems, network management or engineering; military experience may substitute for the degree.
• 3+ years in network management, field service support, or technical support.
• Proficient in Microsoft Office; Salesforce Service Cloud preferred.

Responsibilities

• Provide technical support to KVH partners and customers; service VSAT antennas and mobile terminals.
• Learn KVH network designs, deployment, maintenance, and functionality.
• Follow network operating procedures with infrastructure partners.
• Monitor network health and take corrective action as needed.
• Maintain system configuration and maintenance logs.
• Provide diagnostic skills for customer incidents; use case management tools.
• Initiate field service plans for hardware failures.
• Collaborate with regional sales and service offices and partners to maintain service levels.
• Other duties as assigned.

Skills

Network support

Customer service

Communication skills

Problem solving

Travel flexibility

MS Office

Education

AS degree in CS/IS/NM/Engineering

Tools

Salesforce Service Cloud

Case management tools

Microsoft Office

Job description

Overview

A Technician Support Technician is responsible for providing technical support to KVH’s global VSAT network and 3 rd party networks. Technicians work with satellite providers, teleport operators, Vendor Network Operations Center, VOIP providers, direct KVH Customers, KVH Service Providers, and public/private network operators under the guidance of the Technical Support Supervisor. Duties include: monitor network performance, perform necessary maintenance, provide system diagnostic and hardware support to KVH’s customers, managed service IT Help Desk. Network operation is a 24X7X365 responsibility.

Overview

A Technician Support Technician is responsible for providing technical support to KVH’s global VSAT network and 3 rd party networks. Technicians work with satellite providers, teleport operators, Vendor Network Operations Center, VOIP providers, direct KVH Customers, KVH Service Providers, and public/private network operators under the guidance of the Technical Support Supervisor. Duties include: monitor network performance, perform necessary maintenance, provide system diagnostic and hardware support to KVH’s customers, managed service IT Help Desk. Network operation is a 24X7X365 responsibility.

This position requires onsite attendance at our Bristol, Rhode Island headquarters.

Responsibilities

• Provide technical support to KVH partners and their customers. Network Technicians must be knowledgeable in servicing VSAT antennas and mobile terminal hardware.
• Become fully skilled in KVH’s network design, terminal designs, deployment, and functionality and maintenance.
• Follow network operating procedures when working with network infrastructure partners.
• Monitor network health and take corrective action when needed.
• Maintain system configuration and maintenance logs.
• Provide excellent technical diagnostic skills for diagnosing and resolving customer incidents.
• Utilize case management tools for successful customer issue management.
• Know how to initiate a field service plan for a hardware failure.
• Work with regional KVH sales and service offices, global partners and customers to maintain a high level of customer service.
• Other duties as assigned.

Qualifications

• AS degree in computer science, information systems, network management, or engineering. Prior military experience in communications or an adequate level of prior experience can be substituted for an AS degree
• 3+ years in network management, field service support, or technical support
• Proficient in Microsoft Office and prior experience with Salesforce Service Cloud is preferable
• Excellent customer management and communication skills
• Ability to facilitate problem solving with coworkers and customers
• Ability to organize, with attention to detail and accuracy
• Must be able to travel on occasion and workdays, evenings, nights, or weekends as scheduled

KVH offers a full suite of benefits to include generous paid time off, tuition reimbursement, medical, dental, vision, life insurance, flexible/health spending account, employee stock purchase program, and retirement plan.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. All persons hired will be required to verify identity and eligibility to work in the United States (US Citizen or Permanent Resident) and to complete the required employment eligibility verification document form upon hire. KVH also conducts background checks and drug screening after acceptance of an offer.