MIL/GOV Technical Support Representative

2 weeks ago

Melbourne, United States Satcom Direct, Inc. Full time
Company Overview:

Satcom Direct (SD) provides global connectivity solutions for business and general aviation, military, government, and land mobile services. Since 1997, SD has worked to solve the unsolvable and advance the technology of connectivity through our industry-leading hardware and flight operations software. Our company culture is based on innovation and creativity which allows our team members to thrive in a dynamic atmosphere. We are looking for people who are passionate about customer satisfaction and who excel in a constantly changing environment.

Satcom Direct offers a highly competitive benefits package. Our global headquarters offers an on-site gym staffed with personal trainers, a café, food trucks, social hour, and more. With an open vacation policy, employees have the flexibility to take time when they need it. SD is centrally located on the beautiful Space Coast in Viera, FL, which is one of the Top 50 Master-Planned Communities in the United States.

JOB SUMMARY:

To perform the job successfully, an individual must be able to perform each essential duty satisfactorily and should demonstrate the following competencies to consistently perform the essential functions of this position. All employees are expected to adhere to and be knowledgeable of Satcom Direct (SD) and Satcom Direct Government (SDG) operations standards, established security/safety rules, and requirements for attendance. The requirements listed below are representative of the fundamental knowledge, skill, and/or ability required to perform the job successfully.

ESSENTIAL DUTIES/RESPONSIBILITIES:

The requirements listed below are representative of the fundamental knowledge, skill, and/or ability required to perform the job successfully:
  • Quickly and efficiently ascertain and resolve customer complaints or issues
  • Maintains awareness of the government’s levels of responsibilities, information assurance (IA), and other government guidelines.
  • Troubleshoot satellite networks, Internet Protocol, telephony, and ground infrastructure connections.
  • Validate and test system configurations via the SATCOM support or Land Mobile labs.
  • Troubleshoot all types of Military and Government communication platforms and ensure all services are functioning correctly
  • Troubleshoot various types of Land Mobile communication platforms and ensure all services are functioning correctly
  • Analyze fault/service logs and reports for all types of aeronautical avionics and land mobile terminals
  • Analyze fault/service logs and reports for associated peripheral devices (routers, switches, IoT devices, etc.) integrated or being for connectivity.
  • Configure and support Datalink and Safety services for aircraft utilizing Flight Deck Freedom
  • Continuously work on technology and future communications systems to provide military customers with increased configuration options
  • Travel to customer locations and provide on-site support with regard to networking setup, configuration, and system integrations.
  • Have knowledge of and the ability to troubleshoot and configure SNO services (Iridium, Inmarsat Classic/SBB, GX, Intelsat Ku (FlexAir), Iridium Certus).
  • Assist in the analysis, testing, and development of requirements for Broadband capabilities.
  • Performs other related duties as assigned.
  • Carries out special projects as assigned.
  • Travel and onsite customer support are required.
  • Perform and/or provide guidance, instruction, or assist with Military activation-related duties when necessary.
  • Process documentation for military/government support team.
  • Customer training and system integration support.
  • Support after-hours and on-call customer support calls for Military, Government, and Land/Mobile.
GENERAL QUALIFICATIONS, KNOWLEDGE, AND SKILLS:
  • Bachelor's Degree in networking, information technology, or a similar discipline.
  • Network Certification such as CISCO (CCNA), CompTIA (Network+, Security+, aeroIT)
  • 5+ years of Government Satcom Communications experience or the equivalent combination of education, Technical Sales, and Support Experience
  • 5+ years of experience troubleshooting all types of Military and Government communications platforms
  • Experience configuring and troubleshooting IP routers and switches.
  • Knowledge of Government networks such as SIPRNet and NIPRnet.
  • Familiarization of SATCOM system hardware (Honeywell, Rockwell Collins, Viasat, Satcom Direct) and their operation on board an aircraft.
  • Knowledge of land/mobile equipment including Iridium GO Iridium and Inmarsat satellite phones, BGAN terminals, Mission/Vessel Link, etc.
  • Ability to read wiring diagrams or perform lab installations of networking and satellite equipment Prior military service experience is highly desirable
  • Familiarization with IP encryption is a plus.
  • Familiarization with utilizing and/or developing with Splunk.
  • Excellent working knowledge of general administrative tools such as Microsoft Word, Excel, PowerPoint, and Outlook. Proficient with client relationship management tools (Microsoft Dynamics CRM).
  • Excellent oral and written communication skills including the ability to interact successfully with internal and external contacts.
  • Ability to develop a core understanding of government and military ranks, grades, and relationships.
  • Excellent interpersonal skills and demonstrated ability to work in a team as well as independently.
  • Effective and confident decision-making and problem-solving skills, especially under time constraints.
  • U.S. citizenship.
  • Either possess or be eligible to obtain a DOD Secret clearance.
  • Successful candidates must successfully complete a background check, credit check, and drug test.

PHYSICAL DEMANDS:

While performing general office duties for this position, the employee is regularly required to sit, stand and/or walk around (including the use of stairs). Other demands include the ability to openly communicate with others by talking, listening and reading, able to lift light objects (

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