Job Title : CSC Analyst
Company Name: Viasat
Job Details: CSC Analyst | Viasat
4-5 minutes
About the job
About Us
One team. Global challenges. Infinite opportunities. At Viasat, we’re on a mission to deliver connections with the capacity to change the world. For more than 35 years, Viasat has helped shape how consumers, businesses, governments and militaries around the globe communicate. We’re looking for people who think big, act fearlessly, and create an inclusive environment that drives positive impact to join our team.
What You’ll Do
The primary responsibility of the CSC Analyst is to ensure the continued integrity, stability and security of the customer network. This role will be the primary interface with various Engineering groups, and to facilitate fluid transfer of information for both implementation and service restoration.
The day-to-day
Field incoming requests from end users via both telephone and email in a courteous and professional manner
Use the ticketing and tracking system for creating records pertaining to customer reports of incidents and service requests; including the gathering of pertinent technical information required for advanced troubleshooting, and resolution
Transfer or escalate incidents (when required) to the appropriate support level
Ensure maximum possible service availability and performance of the network
Perform active first and second level troubleshooting of all supported systems for the CSC
Full knowledge of all RF equipment, network equipment, telephony equipment, T-1/E-1 carrier systems, TCP/IP and VoIP
Assist with proactively monitoring the network using existing NMS systems to address unreported outages
Maintain updates of assigned trouble tickets on active problems or requests
Manage incident resolution within the shift, reassigning tickets or calls to other technicians as appropriate
Ensure escalation and notification procedures and processes are followed
Exercise judgment within defined procedures to achieve timely resolution while maintaining customer satisfaction
Provide direction and guidance to customers and technicians during the trouble-shooting process including but not limited to, remote site equipment problems and issues, installation, testing, verification of satellite link performance, RF communication systems
Ensure clear and concise documentation of work and processes performed in the trouble ticket
Assist in the change management process to insure proper notification of all customers impacting changes are communicated per CSC policy
What You’ll Need
At least 3 years in a technical role supporting satellite communications systems (VSAT)
At least 3 years in a customer support role supporting customers remotely
Ability to effectively direct personnel in an emergency situation
Ability to read, write and comprehend complex instructions and detailed correspondence
Ability to solve problems using resourcefulness and solid judgment skills
Strong knowledge with Cisco network equipment (routers, switches)
Strong knowledge in service provider technologies (MPLS, QoS, Netflow etc.)
Strong knowledge on TCP/IP, Routing (OSPF, BGP, RIP)
Strong knowledge of various satellite communications technology and equipment (iDirect, Comtech, SeaTel)
What Will Help You On The Job
Experience working with/for the oil and gas industry
Vendor/Industry Certifications: Cisco – CCNA or 3+ years of proven networking experience
EEO Statement
Viasat is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, ancestry, physical or mental disability, medical condition, marital status, genetics, age, or veteran status or any other applicable legally protected status or characteristic. If you would like to request an accommodation on the basis of disability for completing this on-line application, please click here. |
Country: United States
