Job Description

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.

Job Responsibilities The NOC Analyst will provide our customers with a primary contact point, as well as basic troubleshooting, to resolve the customer’s issues in a timely manner providing the best possible Customer Support.

• Compliance with Company policies, standards and regulations.
• Adherence with Company Values
• Field incoming requests from end users via both telephone and email in a courteous and professional manner.
• Using the ticketing and tracking system for creating records pertaining to customer reports of incidents and service requests; including the gathering of pertinent technical information required for advanced troubleshooting, and resolution.
• Transferring or escalating incidents (when required) to the appropriate support level.
• Reviewing document history to assist internal management and external customers with inquires.
• Following documented procedures to achieve incident resolution for many repetitive types of support requests.
• Identification of incidents using tools, such as the network NMS for the monitoring of customer's networks.
• Employing diagnostic utilities to aid in troubleshooting of end user problems.
• Providing customer with confirmation of resolved incidents and services.
• Performing follow-ups and quality checks with customers to verify resolved incidents and help requests.
• Performing customer and/or internal management notifications as necessary.
• Creating correspondence, reports, and other documents when necessary for customer support.
• Verifying customer and site contact information for primary and alternate communications systems are correct.
• Ensuring escalation and notification procedures and processes are followed via RigNet standards when appropriate procedures indicate system operation outside operational parameters defined.
• Exercising judgment within specifically defined practices to achieve timely execution while maintaining customer satisfaction.
• Ensuring that documentation of work and processes performed in the trouble ticket and as required by RigNet and customers.
• Performing troubleshooting of Cisco network issues, data problems, voice issues, wifi problems.
• Troubleshooting of Vsat problems to restore link outages/link degradation.
• Assisting with Proactive monitoring of all NMS systems for new unreported outages
• Maintaining updates of assigned trouble tickets on active problems
• Participating in development training for communications systems diagnostics and troubleshooting for NOC staff.
• Supporting NOC operations as needed to meet overall department objectives.

Requirements

• Experience in a Technical position supporting a large customer base
• Must have worked in a customer service and/or tech support environment
• Basic communication technology knowledge
• Basic computer/networking knowledge
• Experience with standard MS Office applications
• Travel may be required locally and internationally
• Applicants must be eligible to live and have a valid work permit/citizenship for the entity they are applying for: UK or Singapore

Preferences

• Experience working in the oil and gas industry
• Qualification in Electrical, Telecommunication or IT Discipline or relevant experience
• CCNA level of knowledge
• Experience with Vsat, RF systems (iDirect, Seatel, Intellian. O3B),
• Experience of LTE and Riverbed/SDWAN

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Additional Requirements and Information

Minimum Education
High School Diploma or GED
Years of Experience
1-3 years
Travel
Up to 10%
Citizenship
None
Clearance
None
Worker Classification
Employee