May 11, 2022

Technical Support Specialist

$50,000 - $65,000 yearly
  • Satcom Direct, Inc.
  • Melbourne, FL, USA
Full-Time Aerospace - Aviation Business Customer Service Information Technology Other Telecommunications

Job Description

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. For our US based employees, the company covers the entire cost for an employee’s health, dental, vision, disability, and life insurance, as well as contributing to a significant portion of the family premium. 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.

Our Website: www.satcomdirect.com/ 

JOB SUMMARY:

The Technical Support Specialist works with our Network Operations Center (NOC) team to quickly/efficiently resolve customer complaints and troubleshoot a variety of satellite/ground-based IP and telephony networks. This role involves a proactive approach towards problem solving, performing daily QC checks of system software, and validating and testing system configurations via the SATCOM lab.

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 using SD’s testing laboratory including flight planning, weather, flight deck and cabin communications (specifically, VHF datalink, Inmarsat, Iridium and ViaSat data, voice and internet services).
  • Support OEMs and customers in avionics training including but not limited to use of satellite connectivity networks, 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

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:

  • Knowledge of satellite networks, such as Iridium, Inmarsat, and ViaSat
  • 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
  • Multi-lingual skills preferred (English required)

EDUCATION/EXPERIENCE:

  • Bachelor’s Degree in aeronautical, engineering or information technology field (or equivalent work experience) required.
  • Customer service experience
  • Experience with IP based routers and switches such as Cisco
  • Experience working in an international environment with sensitivity towards regional cultural norms
  • Business Aviation industry experience, 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 (<25lbs), and use standard office equipment such as computer, printer, phone and cell phone as well as various RF and Avionic related equipment. In addition, there is an occasional need to bend, twist or stoop in order to open/close cabinets, reach for files or other standard office type objects. This role is a 3rd shift position, working 9:00 PM to 7:00 AM.

WORK ENVIRONMENT:

The office environment is generally quiet and, in a temperature, controlled setting with random adjustments in noise or temperature due to others talking or laughing loudly, unscheduled maintenance repairs to the building or its interior offices or unpredictable situations due to weather or other acts beyond company control. An employee must be willing to work their regularly assigned work schedule for their particular duties and/or job responsibilities and in times of need, be able to work an extended schedule depending on company/department needs, project requirements or customer demands. Some overnight travel is required to facilitate work objectives. While at client site locations, if applicable, employee will be required to adhere to the proper safety precautions established by the client while in proximity to their work area, flight-line or maintenance repair center; work may require some physical effort in the handling of light materials, boxes or equipment. The temperature at client locations can vary from controlled to variations off hot/cold when working, standing or walking in or near the flight-line or maintenance repair center.

If you are interested in applying for employment and need special assistance or an accommodation to apply for a posted position, contact our Human Resources department at (321) 777-3000

Satcom Direct is an Equal Opportunity Employer. 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.

In compliance with Colorado’s Equal Pay for Equal Work Act, the salary range for this role in Colorado is $50,000-$65,000. This is not a guarantee of compensation or salary, as final offer amount may vary based on factors including but not limited to experience and geographic location. SD also offers a variety of benefits including: health and disability insurance, 401(k) match, flexible spending accounts, EAP, education assistance, parental leave, paid time off, and company-paid holidays. The specific programs and options available to an employee may vary depending on date of hire, experience level and location.

Occupations

Technical Customer Service

States

AL, DC, FL, GA, MS, NC, SC, TN

Security Clearance

NO Security Clearance

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