CSC Analyst

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:
The primary responsibility of the NOC Network Analyst II is to ensure the continued integrity, stability and security of the customer network. The NOC Analyst II will also be the primary interface with various Engineering groups, and to facilitate fluid transfer of information for both implementation and service restoration.

The day-to-day:

1. Field incoming requests from end users via both telephone and email in a courteous and professional manner.
2. Use 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.
3. Transfer or escalate incidents (when required) to the appropriate support level.
4. Ensure maximum possible service availability and performance of the RigNet network.
5. Perform active first and second level troubleshooting of all supported systems for the CSC.
6. Full knowledge of all RF equipment, network equipment, telephony equipment, T-1/E-1 carrier systems, TCP/IP and VoIP.
7. Assist with proactively monitoring the network using existing NMS systems to address unreported outages.
8. Maintain updates of assigned trouble tickets on active problems or requests.
9. Manage incident resolution within the shift, reassigning tickets or calls to other technicians as appropriate.
10. Ensure escalation and notification procedures and processes are followed via RigNet standards.
11. Exercise judgment within defined procedures to achieve timely resolution while maintaining customer satisfaction.
12. Provide direction and guidance to customers and technicians during the trouble-shooting process including but not limited to, remote site equipment problems and issues, installation, testing, verification of satellite link performance, RF communication systems.
13. Ensure clear and concise documentation of work and processes performed in the trouble ticket.
14. Assist in the Change Management process to ensure proper notification of all customers impacting changes are communicated per CSC policy.

What you'll need:

• Ability to effectively direct personnel in an emergency situation.
• Ability to read, write and comprehend complex instructions and detailed correspondence.
• Ability to solve problems using resourcefulness and solid judgment skills.
• Strong knowledge with Cisco network equipment (routers, switches).
• Strong knowledge in service provider technologies (MPLS, QoS, Netflow etc.).
• Strong knowledge on TCP/IP, Routing (OSPF, BGP, RIP).
• Strong knowledge of various satellite communications technology and equipment (iDirect, Comtech, SeaTel).

What will help you on the job:

• Experience working with/for the oil and gas industry.
• At least 3 years in a technical role supporting satellite communications systems (VSAT).
• At least 3 years in a customer support role supporting customers remotely.
• Vendor/Industry Certifications: Cisco - CCNA or 3+ years of demonstrated networking experience.

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 here.