Overview

A Technician Support Technician is responsible for providing technical support to KVH’s global VSAT network. Technicians work with satellite providers, teleport operators, ViaSat’s Network Operations Center, VOIP/fax providers, direct KVH Customers, KVH Service Providers, and public/private network operators under the guidance of the Technical Support Supervisor. Duties include: monitor network performance, perform necessary maintenance, provide system diagnostic and hardware support to KVH’s customers. Network operation is a 24X7X365 responsibility. Onsite position, M - F, 10:30am to 7:00pm.

Responsibilities

• Provide technical support to KVH partners and their customers. Network Techs must be knowledgeable in VSAT antennas and mobile terminal hardware.
• Become fully skilled in KVH’s network design, terminal designs, deployment, and functionality.
• Follow network operating procedures when working with network infrastructure partners.
• Monitor network health and take corrective action when needed.
• Maintain system configuration and maintenance logs.
• Provide excellent technical diagnostic skills for diagnosing and resolving customer incidents.
• Utilize case management tools for successful customer issue management.
• Know how to initiate a field service plan for a hardware failure.

Qualifications

• AS degree in computer science, information systems, network management, or engineering. Prior military experience in communications or an adequate level of prior experience can be substituted for an AS degree
• 3 years in network management, field service support, or technical support
• Proficient in Microsoft Office and prior experience with Salesforce Service Cloud is preferable
• Excellent customer management and communication skills
• Ability to facilitate problem solving with coworkers and customers
• Ability to organize, with attention to detail and accuracy
• Must be able to travel on occasion and work days, evenings, nights, or weekends as scheduled
• US citizens or Permanent residents are encouraged to apply. KVH cannot sponsor at this time. 

KVH offers a full suite of benefits to include generous paid time off, tuition reimbursement, medical, dental, vision, life insurance, flexible/health spending account, employee stock purchase program, and retirement plan. 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. All persons hired will be required to verify identity and eligibility to work in the United States (US Citizen or Permanent Resident) and to complete the required employment eligibility verification document form upon hire. KVH also conducts background checks and drug screening after acceptance of an offer. If you need assistance with this application please contact Human_Resources@kvh.com or call 401.847.3327

Equal Opportunity Employer/Veterans/Disabled