Technical Support Technician

A Technical Support Technician is responsible for maintaining KVH’s global VSAT network to an agreed operational level to service both leisure and commercial markets. Technicians work with satellite providers, teleport operators, Intelsat’s Network Operations Center, VOIP/fax providers, and public/private network operators under the guidance of the Support Manager. Duties include: monitor network performance, perform necessary maintenance, and provide system diagnostic and hardware support to KVH’s customers. Technical Support operation is a 24X7X365 responsibility. This is a day shift position on Tuesday - Saturday, with some hybrid work. 

• Become fully skilled in KVH’s network design, deployment and functionality.
• Follow network operating procedure when working with network infrastructure partners.
• Support ongoing network maintenance and communicate impact to customers when appropriate to accepted metrics ie, timing, content.
• Monitor network health and take corrective action when needed.
• Maintain system configuration and maintenance logs.
• Provide technical support to KVH partners and their customers. This requires additional knowledge beyond the network. Techs must be knowledgeable in, servicing VSAT antennas and mobile terminal hardware.
• Utilize case management tool set for successful customer issue management.
• Know how to initiate a field service plan for a hardware failure. This includes a processing a return material authorization and outbound logistics for spare parts or replacement units.
• Work with regional KVH sales offices, global partners and customers to maintain a high level of customer service.

• 3+ years in network management or tech support.
• Proficient in Microsoft Office, and report writing.
• 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.

KVH offers a full suite of benefits to include generous paid time off, tuition reimbursement, medical, dental, vision, life/disability insurance, flexible/health spending account, employee stock purchase program, and 401K retirement plan.