Satcom Specialist

Central Region, Singapore
Permanent
Full-time

4 days ago

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 SATCOM Specialist you will connect with Customers, Technical Account Managers, Quality Assurance, Materials management, and Maintenance providers to support the repair and maintenance of airborne and mobility satellite systems, participate with technical teams to diagnose, solve and repair any discrepancies related to the terminals in accordance with approved technical data and analyze system reliability and determine a course of action based on those findings. You will also provide remote assistance to support diagnostic checks on Viasat IFC equipment installed on customer terminals, coordinate new software roll out, testing and implementation to minimize impact to reliability, review terminal historical data and issue action plans based on data trends and team analysis. This will require you to generate metrics from historic analysis’ provided by the customer support team, use Splunk to resolve predictive failures and trend common failures to provide recommendations to customer engineering and retrieve and analyze log files. The day-to-day:

Designs and provides technical guidance for internal personnel analyzing and troubleshooting unscheduled maintenance on Viasat IFC system
Communicate with aviation technical account managers, quality assurance, materials management, and customer maintenance as required to support the repair and maintenance process
Participate with technical teams to diagnose, fix, and repair any discrepancies related to the terminals in accordance with approved technical data
Analyze system reliability and determine a course of action based on those findings
Provide remote assistance to support diagnostic checks on Viasat IFEC equipment installed on mobility operations customer vehicles
Coordinate new software roll out, testing and implementation to minimize impact to reliability
Review’s terminal historical data and issues action plans as required based on data trends and team analysis.
Manage cases, work requests and other objects in the Salesforce system
Generate metrics from historic analysis provided by customer support team
Use Splunk to determine predictive failures and trend common failures to provide recommendations to development engineering
Retrieve and analyze log files in a linux environment
Own software improvements and provide recommendation to engineering for corrective action
Manage over the air terminal software roll-out and coordination with internal and external engineering
Own all single terminal investigations
Manage operations’ repeat and chronic programs
Provide source data for technical training department
Assist with any customer service tasks in the CSC including customer support calls
Perform other tasks as assigned by the Manager, Aviation Customer Support Center (CSC)

What you'll need:

5+ years’ experience in fixing and triage of technical issues in a fast paced environment, to support customers
5+ years’ experience in Network Operations and/or Product Support
3+years analyzing and trending operational data to gain efficiencies
3+ years working with Ku or Ka band RF equipment, antennas, standard test equipment, and communications theory
3+ years working in a Linux networking environment with log analysis
Demonstrable ability to provide on the job training related to Linux, Satcom a nd fixing mobility terminals
Ability to work a flexible schedule in a 24x7 environment as needed to support round-the-clock operations
Ability to assist customers with complex troubleshooting without instruction, using sound judgment to obtain results
Ability to travel domestically and internationally up to 10% of the time

What will help you on the job:

Experience/knowledge of Splunk
Experience with ticketing systems such as Salesforce or ServiceNow
Bachelor’s degree or equivalent experience in a related technical subject area
Experience in the Airline/Commercial aviation industry with knowledge of the regulatory environment

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 .

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