Technical Support Technician

Overview

A Technician Support Technician is responsible for providing technical support to KVH’s global VSAT network and 3rd 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.

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.