Satcom Support Engineer / Satcom Specialist

Role & responsibilities

Satcom Technical Support

• Provide L1/L2 technical support for VSAT, L-band and LEO/MEO satellite communication services.
• Monitor satellite terminals, connectivity, network performance and equipment health.
• Troubleshoot satellite connectivity, modem, antenna and communication-related issues remotely.
• Assist customers/onboard teams with modem reboot, configuration, antenna alignment and connectivity troubleshooting.
• Analyze signal strength, bandwidth utilization, latency, packet loss and link performance.

Network & Device Configuration

• Configure and troubleshoot satellite modems, routers, firewalls and WAN optimization devices.
• Work with technologies/equipment such as iDirect, Peplink, Cisco and Fortinet.
• Troubleshoot IP networking issues involving TCP/IP, DHCP, NAT, VLAN and routing.
• Use tools such as Ping, Traceroute and Wireshark for fault diagnosis.
• Perform remote access and troubleshooting using SSH, RDP, TeamViewer or similar tools.

Maritime & Remote Support

• Support vessels, offshore sites and enterprise customers remotely.
• Provide technical assistance during installation, commissioning, maintenance and service activation.
• Coordinate with onboard engineers, customers and field teams for issue resolution.
• Support mission-critical connectivity in a 24x7 environment.

Incident & Service Management

• Log, update and close technical tickets within defined SLA timelines.
• Maintain accurate troubleshooting records, escalation notes and service logs.
• Escalate complex technical issues to L3/OEMs/teleport/NOC teams and follow through until resolution.
• Coordinate with satellite providers and teleport teams for provisioning, beam switching, service restoration and fault isolation.

Monitoring & Continuous Improvement

• Monitor network and satellite service performance.
• Identify recurring faults and recommend corrective/preventive actions.
• Contribute to technical documentation, troubleshooting guides and support procedures.
• Participate in on-call/shift support as required.

Required Skills

• Strong knowledge of VSAT and Satellite Communications.
• Experience with Fleet Xpress / maritime satellite communication is preferred.
• Hands-on experience with satellite modems, antennas and communication equipment.
• Knowledge of iDirect, Hughes, Viasat, KVH or similar VSAT platforms.
• Good understanding of IP Networking TCP/IP, DHCP, NAT, VLAN, Routing.
• Knowledge of network troubleshooting tools such as Ping, Traceroute and Wireshark.
• Basic knowledge of Linux CLI.
• Experience with ticketing/service desk tools such as Jira, Zendesk, Freshdesk or similar.
• Strong troubleshooting and analytical skills.
• Good customer communication and stakeholder management skills.