SATCOM Field Service Representative

The Satellite Communication (SATCOM) Field Service Representative (FSR) operates, maintains, and manages worldwide satellite communications equipment & networks for NIUSG customers. FSR’s are responsible for providing both onsite and remote technical support. Specific emphasis is placed upon the installation, repair, and maintenance of terrestrial systems, satellite earth stations, VSAT terminals, plus any additional satellite communication hardware sold and supported by NIUSG.

OCONUS theater operations are customarily located in stable and settled environments and focus on communications and computer systems engineering methodologies. CONUS operations focus on providing Tier 1 satellite and network operations support, including monitoring and configuring global satellite communications networks in support of forward deployed satellite earth terminals and embedded network communications equipment.

• Analyze and resolve end user remote terminal issues in a timely and accurate manner
• Provide end-user training when required
• Continuously monitor network performance to provide customers with both Tier 1 and Tier 2 support as required
• Remotely troubleshoot VSAT systems via software tools
• Prepare reports on network utilization, performance and activity as required
• Open and track trouble tickets via internal software tools as required to resolve network or remote terminal issues
• Respond to client trouble calls on a basic and intermediate level, to analyze, diagnose and resolve the problem
• Monitor and test satellite network performance and provide satellite network performance statistics and reports
• Provide guidance and training to less experienced personnel
• Provide service desk and technical support to users
• Provide status reports to customers and management personnel
• Provide testing and implementation support of new software releases for deployed network equipment
• Analyze, troubleshoot and resolve product-related issues resulting from installation, software and hardware upgrades, configuration changes, equipment integration or testing
• Maintain timely and accurate helpdesk records using the ticket management system and master station logs
• Expand job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations
• Accomplish organization goals by accepting ownership for accomplishing new and different requests, exploring opportunities to add value to job accomplishments
• Protect organization’s value by preserving the confidentiality of information
• Support, communicate, reinforce and defend the mission, values and culture of the organization
• Work intimately with the NI NOC, vendors, and all partners with the intention of exceeding NIUSG customers’ requirements

• Proven expertise in Satellite Communications (SATCOM), ideally within military or commercial sectors.
• Strong technical communication skills, both written and verbal, with the ability to convey complex issues clearly to diverse audiences.
• Demonstrated ability to thrive in a fast-paced, 24/7 on-call environment, making independent decisions under pressure.
• Exceptional problem-solving, organizational, and time management skills with a strong customer-focused, team-player mindset.
• Must be eligible to obtain and maintain a U.S. Secret level personnel clearance.
• Prior experience in the satellite communications industry and/or U.S. Government contracting is a significant plus.
• Paid Time Off
• Cost shared Medical and Dental
• Company matched 401K plan
• Full-time, permanent

• The incumbent must be available 24/7 x 365, within reason, and must strive to advance the team and the overall organization.
• There may be occasions to be ‘in the field’ where harsh or dangerous physical conditions may be experienced.
• While providing as much advanced notice to the FSR of upcoming travel, short notice travel requirements to support emerging customer needs will be communicated.
• Travel is required (up to 75%) both CONUS and OCONUS for onsite support and installation.
• While not in the field, the FSR position will operate in the company offices located…