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Technical Support Specialist

2 months 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:

Serves as a member of the Satcom Direct (SD) Technical Support team to address customer inquiries, resolve issues, and handle escalations when necessary. Perform troubleshooting on a variety of networks including satellite, ground-based, and telephony networks. Maintain a customer-centric approach by ensuring that all customers have a positive experience. Provide comprehensive technical support to customers, addressing hardware, software, and network-related issues promptly and professionally.

ESSENTIAL DUTIES/RESPONSIBILITIES:

The requirements listed below are representative of the fundamental knowledge, skill, and/or ability required to perform the job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Provide remote and onsite technical support to OEMs and customers for avionics system configurations and troubleshooting.
  • Provide technical guidance on all SD products and services, including flight deck and cabin communications systems (specifically, VHF datalink, Inmarsat, Iridium and ViaSat data, voice, and internet services).
  • Support OEMs and customers in all aspects of avionics training including but not limited to use of satellite connectivity networks, associated hardware, and compatibility of services.
  • Work with satellite network operators to document and resolve customer issues, identify trends, and proactively monitor the health of the networks.
  • Assist in development and testing of SD products and services by performing quality assurance activities, such as software regression testing and analysis, and working with product managers and developers to isolate and resolve defects.
  • Participate in planning and design discussions with product managers and developers.
  • Build and test configurations for hardware products using SD’s test lab.
  • Other duties may be assigned.
To be successful in this role, an individual must be able to perform each essential duty in a satisfactory manner and should demonstrate all competencies listed above. All employees are expected to adhere to and be knowledgeable of SD operating standards, established safety rules, and adhere to company attendance guidelines.

GENERAL QUALIFICATIONS, KNOWLEDGE, AND SKILLS:

Required qualifications and experience:
  • Customer Support Experience
  • Experience with IP based routers and switches such as Cisco
  • Knowledge of satellite networks, such as Iridium, Inmarsat, and ViaSat
  • Business Aviation industry experience: aircraft OEM airframes and knowledge of current equipment utilized for aircraft communications (SATCOM, VHF, DATALINK)
  • Proficient with general office software and Microsoft Office Suite; including but not limited to Word, Excel, PowerPoint, Outlook, and CRM, with the ability to adapt to a variety of other software applications, such as customer and vendor support applications
  • Outstanding customer service, organizational, and time management skills, and ability to multi-task
  • Excellent oral and written communication skills, including the ability to interact clearly and concisely with internal and external contacts
  • Excellent interpersonal skills and demonstrated ability to troubleshoot and resolve conflicts
  • Effective and confident decision making and problem solving skills, especially under time constraints
  • Ability to maintain confidentiality
  • Must be a motivated self-starter and able to perform independently and in a team environment
  • Experience working in an international environment with sensitivity towards regional cultural norms
  • Multi-lingual skills preferred (English required)
  • Candidate must successfully pass a background check and drug screen
EDUCATION/EXPERIENCE:

Required education, knowledge, or skills:
  • Bachelor’s degree in STEM field or equivalent industry experience in a technical support role.
  • Network+ and CCNA preferred.

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 (