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Technical Support Specialist – Tegucigalpa, Honduras

Location: Tegucigalpa, Honduras

Job Code:

Summary

Expedition Communications is an award-winning, veteran-owned company and a global integrator of VSAT and satellite network systems. Expedition Communications was founded with a vision to provide reliable and affordable satellite telecommunications systems and support services to military, government, nonprofit organizations, and large telecommunications customers around the world.

At Expedition Communications, our strength is the efficiency with which we deliver cutting-edge products and support services to those we serve. We are proud to set the standard for success in our industry. To help us continue our growth, we are looking for a highly motivated Technical Support Specialist to provide tier 1 support to our clients.

Responsibilities:

  • Responsible for monitoring the services offered, ensuring network reliability, network availability and that the service complies with customer service level agreements.
  • Responsible for providing technical support, using the monitoring tools and help desk processes.
  • Serve as a point of contact for network engineering groups, satellite earth stations and providers of terrestrial links or internet access.
  • Follow the policies, procedures, and work instructions outlined for the Network Operations Center technicians.
  • Continue with your professional development in the field of telecommunications.
  • Make sure you adhere to the company’s incident management processes and reporting / metrics best practices.
  • Follow processes to document customer issues and leverage trends and impact analysis on overall service improvement.
  • Ensure that processes and resources are aligned to achieve service level agreements and committed metrics.
  • Create reports to get the best performance from our network.
  • Investigate methods and procedures for the continuous monitoring and improvement of our network and respond to customer problems.
  • Provide support for the services for the Network Operations Center and its clients, including the teleports of the satellite fleet and the terrestrial networks that transport the traffic of our clients.

 Requirements:

  • Education: Bachelor’s degree, Telecommunications Engineering and other related areas preferred, or relevant and equivalent experience, such as customer contact experience.
  • Work experience of at least 2 years.
  • You must have flexible hours to provide technical support 24/7 schedule environment.
  • Ability to work independently and meet deadlines for special projects.
  • Ability to think clearly and solve problems in a high stress environment.
  • Excellent written and verbal skills with the ability to explain complex topics in simple but precise terms.
  • Must be proactive, a team player and possess a positive attitude.
  • Language: Advanced level of conversational English

Preferred Technical Skills:

  • Familiarity or experience with satellite network platforms preferred, such as iDirect.
  • Knowledge of networks, IP protocols and monitoring and control tools preferred.
  • Knowledge of mobile VSAT terminals preferred.

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