Technical Support Technician

Overview

Key Responsibilities

• Gain deep knowledge of KVH communication services, integrated routing capabilities, and related offerings.
• Troubleshoot and resolve issues with KVH data products, both in-house and in the field.
• Provide technical assistance to KVH partners and their customers, including mobile terminal hardware support.
• Develop expertise in KVH’s network and terminal designs, deployment methods, and functionality.
• Follow network operating procedures when collaborating with infrastructure partners.
• Monitor network health, take corrective action, and maintain accurate system configuration and maintenance logs.
• Deliver strong diagnostic and problem-resolution skills for customer incidents.
• Utilize case management tools (e.g., Salesforce Service Cloud) to track and resolve customer issues.
• Initiate field service plans for hardware failures when required.
• Collaborate with KVH’s regional sales/service offices, global partners, and customers to ensure excellent service levels.

Qualifications

• Associate degree in Computer Science, Information Systems, Network Management, or Engineering.
  Equivalent military or professional communications experience may substitute for degree.
• 3+ years’ experience in network management, field service, or technical support.
• Proficiency in Microsoft Office; experience with Salesforce Service Cloud preferred.
• Strong customer service, communication, and problem-solving skills.
• Highly organized with strong attention to detail and accuracy.
• Ability to work flexible shifts (days, evenings, nights, weekends) and travel occasionally as needed.
• Must reside and be eligible to work in the Philippines.