Satcom Direct is hiring: IT Support Specialist in Melbourne

COMPANY OVERVIEW:

Satcom Direct (SD) provides global connectivity solutions for business and general aviation, military, government, and land mobile services. Since 1997, SD has worked to solve the unsolvable and advance the technology of connectivity through our industry-leading hardware and flight operations software. Our company culture is based on innovation and creativity which allows our team members to thrive in a dynamic atmosphere. We are looking for people who are passionate about customer satisfaction and who excel in a constantly changing environment.

Satcom Direct offers a highly competitive benefits package. Our global headquarters offers an on-site gym staffed with personal trainers, a café, food trucks, social hour, and more. With an open vacation policy, employees have the flexibility to take time when they need it. SD is centrally located on the beautiful Space Coast in Viera, FL, which is one of the Top 50 Master-Planned Communities in the United States.

JOB SUMMARY:

The IT Support Specialist is a point of escalation for helpdesk level tickets and is responsible for developing methods and procedures to be used at the helpdesk level to address issues addressed by users. Secondary responsibilities include performing all aspects of a junior support role, administration of user accounts and access, conducting software installations, hardware repair, and developing methods and procedures for lower tier users interacting with these systems. Additionally, researching, analyzing, testing, and coordinating deploying base images for user devices are required. This position requires a very “Positive” attitude and excellent “Customer Service” skills. The Support Specialist should have excellent telephone etiquette for supporting remote users who reside at our remote office locations, as well as those that are traveling. A sense of urgency is needed for resolution of problems to allow end-users to function without interruption. The Support Specialist will be required to continually update and enhance technical skills through training programs and self-study to stay abreast of technology improvements and updates.

ESSENTIAL DUTIES/RESPONSIBILITIES:

• Analyze, troubleshoot, and resolve escalated issues including PCs, portable devices (iPads, iPhones), applications, printer and fax configurations, and network-related issues.
• Assist users with advanced understanding of Microsoft Windows Operating systems & Microsoft Office Products.
• Provide assistance in administration of Microsoft Active Directory functions (Account; Add, Change, Delete, role/permission groups, Distribution groups).
• Administer security-related systems from an IT standpoint.
• Resolve account lockout issues.
• Develop and test “Gold” images for user-level hardware.
• Document resolutions to complex issues and tasks that end users may run into, and provide education to them.
• Create and administer email accounts and user access accounts for network access.
• Provide a consistent, stable platform for all workstations by utilizing an imaging utility to deploy a standard desktop.
• Install and replace hardware and software packages (including security patches) for end-user laptops and workstations.
• Assist with asset management to include tracking of relocation and reallocation of hardware and software.
• Establish and maintain working relationships within our company across all locations.
• Work with business contingency planning to establish and maintain disaster recovery plans.
• Coordinate resource allocation by supporting the use of video conferencing, projectors, and remote PC connections for meetings.
• Replacement or repair of damaged or outdated equipment.
• Assist other IT departments with projects or research as needed.
• Provide proactive information through research of the business to assist and improve processes.
• Provide after-hours support on a rotating on-call schedule.
• Perform other duties and special projects as assigned.

To be successful in this role, an individual must be able to perform each essential duty in a satisfactory manner and should demonstrate all competencies listed above. All employees are expected to adhere to and be knowledgeable of SD operating standards, established safety rules, and adhere to company attendance guidelines.

GENERAL QUALIFICATIONS, KNOWLEDGE, AND SKILLS:

Required qualifications and experience:

• 2-5 years of recent technical support in a corporate setting that includes hands-on experience configuring and maintaining desktop hardware and software.
• Demonstrated experience providing excellent, professional, and positive customer service including superior telephone etiquette and strong verbal and written communication skills.
• Demonstrated experience documenting technical resolutions to common issues; sharing information with end-users and team members.
• Proven ability to stay organized; track and manage multiple tasks at the same time and follow them through to completion.
• Technical experience should include: networking concepts and administration; thorough knowledge of Windows OS, Mac OS/iOS; Active Directory and account management; MS Office including Outlook; MS Dynamics CRM; TrendMicro Anti-Virus; knowledge of PC Architecture and network administration.
• Experience with printers, Dell Desktop and Notebook or Lenovo laptops, and working knowledge of Cisco routers and switches preferred.
• College or technical degree preferred.
• CompTIA A+ certificate upon hire or within one (1) year of employment.
• Successful completion of required background screening and drug test.

PHYSICAL DEMANDS:

While performing general office duties for this position, the employee is regularly required to sit, stand, and/or walk around (including the use of stairs). Other demands include the ability to openly communicate with others by talking, listening, and reading, able to lift light objects.

WORK ENVIRONMENT:

The office environment is generally quiet and in a temperature-controlled setting with random adjustments in noise or temperature. An employee must be willing to work their regularly assigned work schedule and in times of need, be able to work an extended schedule depending on company/department needs.

If you are interested in applying for employment and need special assistance or an accommodation to apply for a posted position, contact our Human Resources department at +1 (321) 777-3000.

Satcom Direct is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status, and will not be discriminated against on the basis of disability.

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