Iridium Satellite

  • Contract to Direct - Technical Support Specialist

    Job Locations US-AZ-Tempe
    Job ID 2019-1589
    Category
    Customer Service/Support
    Worker Category
    Contract to Permanent Full-Time[TPF]
  • Company Overview

    Iridium is the only truly global voice and data satellite communications network that connects people, organizations, assets, government and relief agencies with “on-the-move” availability.  Together with its ecosystem of partners, Iridium delivers essential, reliable communications with an easy-to-integrate platform and service for improved efficiency.  With more than 20 years of experience, Iridium delivers the next-generation of connectivity, Iridium CertusSM - the most versatile global broadband service that satisifies the critical need to send and receive communications when traveling by land, sea or air.  For more information about Iridium products, services and partner solutions, visit www.iridium.com.

    Position Summary, Job Requirements & Responsibilities

    The Technical Support Specialist provides second-level support and troubleshooting to Iridium’s global network of service providers and internal customers for all Iridium voice and data products and services. In this role, the ideal candidate will take ownership of customer-reported issues and work directly with the subject matter experts within Iridium to drive issues to resolution.

     

    Duties and Responsibilities:

    • Provide second level support and troubleshooting to Iridium Service Providers and internal customers for all Iridium products and services in a 24x7 environment.
    • Respond to phone and email inquiries in an efficient and timely manner while providing excellent customer service.
    • Perform in-depth troubleshooting of reported issues. Drive issues to resolution while documenting and tracking all issues in the appropriate databases. Provide “cradle-to-grave” ownership of issues.
    • Anticipate customer needs and proactively identify solutions.
    • Provide training to Service Partners, vendors and internal customers.
    • Assist highly technical end users; develop and troubleshoot their custom solutions.
    • Participate in team projects such as the testing of new Iridium products/services prior to release.
    • Coordinate and track onsite service requests with Iridium’s network of Global Service Providers.

    Job Requirements:

    • Knowledge of Iridium’s products, services, provisioning systems and business operations a plus.
    • Strong analytical skills.
    • Exceptional customer service skills.
    • Must be organized, able to multi-task, self-motivated and possess the ability to work in a fast -paced environment while maintaining a positive attitude and work effectively in a team environment.
    • Excellent communications skills, both written and verbal.
    • Technical aptitude and creative problem-solving capabilities.
    • Extremely flexible to support swing shifts, night shifts and weekends in a 24x7 environment.
    • Knowledge of PC/Mac/Linux computer environments.
    • Knowledge of LAN/WAN components and IP technologies.

     

    Experience & Education Requirements / EEO

    • 2 years’ minimum experience in a wireless, cellular, telecommunications industry help desk, or computer environment.
    • BS/BA degree in computer science or an engineering field preferred; or equivalent work experience.
    • A+, Network+, CCENT certifications a plus.
    • Familiarity with Satellite, Cellular GSM, RF or Electrical/Electronic concepts is a plus.
    • Familiarity with the maritime environment and port-based logistics a plus.
    • Any foreign language experience is a plus.

    Iridium is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, sexual orientation, gender identity or status as a protected veteran. EOE of Minorities/Females/Vets/Disability and other protected categories.

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