Job Description
MTNSat Holdings LLC (“MTN”)
MTN is redefining global connectivity. We deliver high-performance satellite, wireless, and hybrid communications that keep government, defense, aviation, maritime, and enterprise customers connected in the world’s most challenging environments. From secure government networks to mission-critical commercial operations, our technology powers real-time connectivity where it matters most.
Benefits
We offer a competitive and comprehensive benefits package, including:
- Medical, dental, and vision insurance
- 401(k) plan with company match
- Paid time off, sick leave, and company holidays
- Life and disability insurance
- Employee assistance programs
Summary
The Support Technician L1 serves as the primary point of contact for customer-facing technical support.
This role is responsible for monitoring and maintaining network performance, diagnosing and
troubleshooting technical issues, and providing first-level support for customers across multiple
channels, including phone, email, and chat. The technician will work closely with internal operations
teams to ensure network stability and execute necessary adjustments for optimal performance. While
the primary focus is on troubleshooting issues within OSI layers 1-3, the role may extend to higher
layers as needed.
Key Duties and Responsibilities
- Perform proactive network monitoring and provide real-time reporting of RF and IP network
- issues (Layer 1 & 2) to ensure optimal service performance.
- Respond professionally and efficiently to customer inquiries via phone, email, and chat.
- Maintain a high level of professionalism, tact, and customer service when interacting with clients across different channels.
- Conduct remote diagnostics and generate reports related to service quality and system performance.
- Troubleshoot connectivity and IP network issues, escalating complex problems as necessary.
- Provide technical support and guidance to customers and field engineers.
- Collaborate with internal teams to resolve issues and enhance the overall customer experience.
- Maintain accurate records of customer interactions, technical issues, and solutions provided.
- Perform additional duties as assigned to support the company’s operational objectives.
Qualifications & Experience:
- Bachelor’s degree or diploma in Computer Science, Electronics, Information Technology, or a related field.
- Fluency in English is required; bilingual proficiency is an advantage.
- Experience with Microsoft Excel and Outlook for reporting and communication.
- Previous experience in a contact center or technical support role is highly desirable.
- Industry certifications such as CCNA or other IP-related certifications are beneficial.
- A background in technical support, IT, or telecommunications is preferred.
Key Skills & Competencies:
- Strong foundation in electronics, computer systems, and networking.
- Excellent communication and customer service skills.
- Strong analytical and problem-solving abilities with a creative approach to troubleshooting.
- Ability to work effectively both independently and within a team-oriented environment.
- Keen attention to detail and a proactive mindset toward issue resolution.
Additional Information:
- This role may require extended work hours as needed to support global operations.
- Candidates must be legally authorized to work in country.
- Only shortlisted candidates will be contacted for further consideration.