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Technical Support Analyst

Company: Satcom Direct, Inc.
Location: Melbourne
Posted on: October 8, 2018

Job Description:

SATCOM DIRECT (SD) offers world-class global communications services, support, and technology to business and general aviation, military, government, emergency response, media, and others who depend on reliable, global communications. We support customers via locations around the globe including our world headquarters and network operations center (NOC) located in beautiful Melbourne, Florida. Our company culture is based on innovation and creativity which allows our team members to thrive in a lively and dynamic atmosphere. We offer our employees a dynamic environment with an excellent benefits package including health and dental insurance, 401(k) retirement plan and highly competitive compensation. SD hires team players with a high level of professionalism that demonstrate a positive attitude and an overall willingness to get the job done. We are looking for people who are passionate about customer satisfaction and who excel in a rapidly changing technology environment. JOB SUMMARY This position requires working with the Satcom Direct (SD) Technical Support team to quickly and efficiently resolve customer complaints, troubleshoot a variety of satellite and ground-based IP and telephony networks, maintain a proactive approach towards problem solving, perform daily QC checks of system software, and validate and test system configurations via the SATCOM lab. RESPONSIBILITIES Provide remote and onsite technical support to OEMs and customers for avionics system configurations and troubleshooting using SD's SATCOM testing laboratory. Provide technical guidance to customers and OEMs on all SD products and services, including flight planning, weather, 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 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 Other duties may be assigned. QUALIFICATIONS Bachelor's Degree in aeronautical, engineering or information technology field (or equivalent work experience) required 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 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. LICENSURE/CERTIFICATIONS Networking certification such as Cisco or Microsoft (CCNA, CCENT) Satcom Direct AeroIT, AeroCNCT and CompTIA Network certifications required (or completed within 90 days' of hire) Pilot or A&P license preferred CompTIA Security certification preferred SD is an Equal Opportunity Employer and is committed to hiring the most qualified candidates for approved company positions, without preference to any individual on the basis of race, color, age, religion, gender, sexual orientation, disability, or national origin. Our policy is to engage in recruitment and selection practices that are in compliance with all applicable federal and state employment laws. SD and its businesses follow talent acquisition practices that identify qualified and diverse candidates, promote opportunities for employee development, and provide equal employment opportunity for all applicants and employees.

Keywords: Satcom Direct, Inc., Melbourne , Technical Support Analyst, IT / Software / Systems , Melbourne, Florida

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