Technical Support Technician

KVH Industries, Inc. provides technical support for a global, always-on network environment. In this onsite role in Bristol, RI, you will help keep KVH’s VSAT network and third-party networks performing reliably through monitoring, diagnostics, incident support, and network maintenance.

What you’ll do

You will deliver technical support to KVH partners and their customers, with day-to-day work focused on network health and customer incident resolution. Network Operations is a 24X7X365 responsibility, and you will follow established network operating procedures when working with network infrastructure partners.

• Monitor network performance and take corrective action when network health requires it
• Diagnose and resolve customer incidents using strong technical diagnostic skills
• Maintain system configuration and keep accurate maintenance logs
• Use case management tools to manage customer issues to successful outcomes
• Maintain and support KVH system components by servicing VSAT antennas and mobile terminal hardware
• Build deep knowledge of KVH network design, terminal designs, deployment, and ongoing functionality and maintenance
• Know how to initiate a field service plan for a hardware failure
• Coordinate with regional KVH sales and service offices, global partners, and customers to maintain a high level of customer service
• Participate in other duties as assigned

What you bring

• 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 of experience in network management, field service support, or technical support
• Proficiency with Microsoft Office
• Prior experience with Salesforce Service Cloud is preferable
• Excellent customer management and communication skills
• Ability to facilitate problem solving with coworkers and customers
• Strong organization skills with attention to detail and accuracy
• Ability to travel on occasion and work scheduled weekdays, evenings, nights, or weekends

Why KVH

• Generous paid time off
• Tuition reimbursement
• Medical, dental, and vision coverage
• Life insurance
• Flexible/health spending account
• Employee stock purchase program
• Retirement plan

Technologies: Microsoft Office, Salesforce Service Cloud