Global Technical Support Consultant

About us

One team. Global challenges. Infinite opportunities. At Inmarsat (a Viasat company), 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 Global Technical Support Consultant, you’ll be monitoring and maintaining terminals, firmware and networks for Inmarsat’s Partners and end customers, sometimes as part of a Managed Service offering. If there are any issues relating to the ‘Service Offering’, such as configuration, upgrades, throughput, you’ll be the first person our Partners and end customers will come to. Tasks can include documenting cases, diagnosing hardware/software faults and solving technical problems, either over the phone or face to face. Most importantly, as customers cannot afford to be without safety communications for more than the minimum time taken to repair or replace, your technical support is vital to the ongoing operation of vessels, aircraft or land based terminals and the lives of those relying on these services.

The day-to-day

• Working with customers to do initial identification and diagnose hardware device, software application, system and/or network problems and advising on the solution providing customer excellence along the way
• You will contribute to resolving any GX service system or hardware issue reported by our channel, NOC, or other internal parties.
• You will work closely with the training academy to pass knowledge on GX troubleshooting processes, network tools and useful network/system experience you gain
• Logging and keeping records of customer issues and solutions to enable Business Improvement initiatives including analysing call logs so you can spot common trends and underlying problems
• Contribute to update self-help documents so customers and colleagues can try to fix problems themselves
• Working with field engineers who conduct site visits if a problem is more serious
• Testing and fixing faulty equipment

What you'll need

• Educated to degree level or equivalent in communications/network engineering
• IP data and circuit switched data/voice connectivity, ideally within the satellite communications or cellular sector
• Wireless Networking technologies such as WiFi® and Bluetooth® within a mobile / satellite environment
• Exceptionally customer-focused and love assisting other people overcome technical challenges, which drives you to identify solutions both inspirational and innovative
• Self-motivated and tenacious in ensuring that, even under pressure, tight deadlines are met
• Actively committed to expanding deep technical knowledge in addition to solid commercial understanding. You are a fantastic communicator and you are keen to share your ideas
• Ability to communicate effectively at all levels and decipher technically complex issues from a multicultural customer base