Service Management Engineer Airline Support Operations Hot
- Tempe, Arizona
- Job ID
Service Management Engineer Airline Support Operations job at Viasat in Tempe AZ
Description, duties, responsibilities
The Mobility Service Operations team is a key member of Viasats Commercial Airline Support team which helps deliver and maintain Viasats best-in-class In-Flight wi-fi services to our global Commercial Airline customers. Primary will include monitoring support channels to ensure a rapid response and resolution to any problem or inquiry working collaboratively with others to help manage incidents and problems to closure. They also support the provisioning and configuration of new terminals. Additional will include daily monitoring of our core service elements for exceptions following appropriate escalation procedures and thoroughly documenting incident progress and resolution details in our ticketing system. Will also be key in communicating outages and maintenance notifications to our customers. This role will also contribute to documentation and other shared knowledge. We are looking for candidates who enjoy working directly with internal and external customers and solving their problems and who possess excellent troubleshooting fault-isolation and analytical skills. Our ideal candidate is passionate about customer support and service quality and enjoys multi-tasking in a fast paced team environment. He or she enjoys working with the latest networking technologies and is always looking for ways to personally contribute to overall process improvement. This interfaces directly with our commercial customers and with various internal groups including Network and Service Operations Engineers and program management. Strong interpersonal skills including the ability to communicate with both technical and non-technical audiences is highly desired. Associates Degree in a technical discipline or equivalent work/military experience 2+ years in a NOC environment or similar technical support role 3+ years experience in a customer-facing service capacity Prior experience with CRM tools such as Salesforce Solid understanding of TCP/IP and Broadband Networks Willingness to work varying shifts to ensure 24/7 coverage of critical systems. Adept at performing troubleshooting of complex systems and equipment Experienced with the use of Network Monitoring Systems Outstanding customer service communication and interpersonal skills Preferences SatCom experience preferred This may be located in the following office locations: Denver Duluth (Atlanta) Tempe or College Station. To learn more about this site and other office locations please click here! Additional Minimum education: AA/AS or equivalent experience Years of experience: 2-4 years Travel: Up to 10% Citizenship: None Clearance: None Apply Share with Facebook LinkedIn Twitter Google+ EmailSDL2017.
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