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Radio Frequency Customer Support Analyst II



IT, Customer Service
Broussard, LA, USA
Posted on Friday, August 4, 2023
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

As CSC Analyst II your main responsibility is to ensure the continued integrity, stability, and security of the customer network. As a team, we will collaborate with various Engineering groups, and facilitate the fluid transfer of information for both implementation and service restoration.


The day-to-day

  • Ensure the maximum possible service availability and performance of the RigNet network
  • Perform active first and second-level solve of all supported systems for the CSC
  • Assist with proactively supervising the network using existing NMS systems to address unreported outages
  • Handle incident resolution within the shift, reassigning tickets or calls to other technicians as appropriate
  • Ensure prioritization and notification procedures and processes are followed via RigNet standards
  • Exercise judgment within defined procedures to achieve timely resolution while maintaining customer happiness
  • Provide direction and mentorship 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 Organizational Change process to insure accurate notification of all customers impacting changes are communicated per NOC policy

What you'll need

  • 2+ years in end-user remote troubleshooting
  • Full knowledge of all RF equipment, network equipment, telephony equipment, T-1/E-1 carrier systems, TCP/IP, and VoIP
  • Direct personnel in an emergency situation
  • Read, write and comprehend sophisticated instructions and detailed correspondence
  • Experienced in solving problems using resourcefulness and proven judgment skills
  • Skilled in handling multiple responsibilities at once while keeping track of your work
  • Solid grasp of the following: Cisco network equipment (routers, switches), service provider technologies (MPLS, QoS, Netflow etc.), TCP/IP, Routing (OSPF, BGP, RIP)
  • Availability to work onsite in our Houston, TX or Broussard, LA office
  • Comfortable with working 12 hour shifts with 7 days on and 7 days off 
  • US Citizenship or Permanent Residence

What will help you on the job

  • 3+ years in a technical role supporting satellite communications systems (VSAT)
  • Experience working with/for the oil and gas industry
  • Solid grasp of various satellite communications technology and equipment (iDirect, Comtech, SeaTel)
  • Experience with network monitoring tools
  • B.S. Degree or equivalent in Computer Science, Engineering or related sciences preferred
  • Vendor/Industry Certifications: Cisco - CCNA or 3+ years of demonstrated networking experience (CCENT or 3+ years will be accepted if the candidate has at least 3 years in VSAT experience)
  • Completed GVF courses

Salary range

$30.79 - $51.56 / hourly

At Viasat, we consider many factors when it comes to compensation, including the scope of the position as well as your background and experience. Base pay may vary depending on job-related knowledge, skills, and experience. Additional cash or stock incentives may be provided as part of the compensation package, in addition to a range of medical, financial, and/or other benefits, dependent on the position offered. Learn more about Viasat’s comprehensive benefit offerings that are focused on your holistic health and wellness at
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.