Overview:
A Technical Support Technician is responsible for maintaining KVH's global VSAT network to an agreed operational level to service both leisure and commercial markets. Technicians work with satellite providers, teleport operators, Intelsat's Network Operations Center, VOIP/fax providers, and public/private network operators under the guidance of the Support Manager. Duties include: monitor network performance, perform necessary maintenance, and provide system diagnostic and hardware support to KVH's customers. Technical Support operation is a 24X7X365 responsibility. This is a day shift position on Tuesday - Saturday, with some hybrid work.
Responsibilities:
Become fully skilled in KVH's network design, deployment and functionality.
When required participate in network infrastructure build out and testing. This will include new regional hubs, MPLS networks, system alarms, etc.
Follow network operating procedure when working with network infrastructure partners.
Support ongoing network maintenance and communicate impact to customers when appropriate to accepted metrics ie, timing, content.
Monitor network health and take corrective action when needed.
Maintain system configuration and maintenance logs.
Provide technical support to KVH partners and their customers. This requires additional knowledge beyond the network. Techs must be knowledgeable in, servicing VSAT antennas and mobile terminal hardware.
Excellent technical diagnostic skills are required for diagnosing system problems.
Utilize case management tool set for successful customer issue management.
Know how to initiate a field service plan for a hardware failure. This includes a processing a return material authorization and outbound logistics for spare parts or replacement units.
Work with regional KVH sales offices, global partners and customers to maintain a high level of customer service.
Qualifications:
AS degree required. Preferably in computer science, information systems, network management, or engineering. Prior military experience in communications or a professional certificate can be substituted for AS degree assuming technical background is sufficient.
3+ years in network management or tech support.
Proficient in Microsoft Office, and report writing.
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 work days, 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/disability insurance, flexible/health spending account, employee stock purchase program, and 401K 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. If you need assistance with this application please contact (url removed) or call (phone number removed)
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