Customer Support Technician, NOC

Vaisala is a global technology leader and expert in weather, environmental, and industrial measurements and our solutions enable customers to find answers, remove doubt, and make smarter decisions.  We take pride in being pioneers who strive to bring about positive changes in both the society and environment, and our work is not done yet.  Curiosity, the desire to meet challenges and an extraordinary ability to innovate are Vaisala's core, both past and present. In line with our mission “Observations for a better world,” we continue our work to help find answers and take action for a sustainable future.  

Our employees demonstrate, uphold, support, and model the Vaisala Values: Customer Focus, Innovation & Renewal, Strong Together and Integrity. Sharing strong and common values is part of our culture and enables us to work towards our shared mission.

Vaisala’s industry-leading weather observation technologies, instruments, and solutions lay the foundation for the Weather and Environment business area’s strategy, enabling our customers to improve their ability to measure and forecast weather and weather phenomena. The business area serves selected weather-dependent customers to whom accurate, real-time, uninterrupted, and reliable weather data is essential to run efficient operations.

Position Description:
Vaisala’s industry-leading weather observation technologies, instruments, and solutions lay the foundation for the Weather and Environment business area’s strategy, enabling our customers to improve their ability to measure and forecast weather and weather phenomena. The business area serves selected weather-dependent customers to whom accurate, real-time, uninterrupted, and reliable weather data is essential to run efficient operations.

We are currently looking for a highly motivated Customer Support Technician in our 24x7x365  Global Network Operation Center (NOC). The primary shift for this role will be covering night shifts within the MST time zone. In addition to the assigned shift, we are looking for someone with schedule flexibility to work other shifts as needed.  This role is customer facing and supports monitoring of Vaisala owned or Customer owned networks at Service Level agreements (SLA), troubleshooting and escalation for our customers. This role is responsible for Tier 1 (T1) Customer service and Technical Support and proactively monitoring global weather detection networks.

In this role, you will:

• Proactively monitor and respond to a wide variety of sensor and network related alerts, errors, warnings
• Provide outstanding, collaborative customer service to all of our global customers
• Undertake remote monitoring and diagnostic checks of our global weather station network.
• Provide clear, consistent and regular communication with both internal and external stakeholders
• Resolve or escalate issues according to documented processes and guidelines
• Send all incident updates and notifications to defined recipients (internal engineers, management or external customer) as necessary in accordance to defined notification procedure
• Working closely with field service technicians to ensure that all documentation/reporting deliverables are available
• Utilize, manage and maintain network and performance monitoring tools to ensure system reliability
• Prioritize workload in a reactive environment.

We are looking for someone who has:

• High School diploma or equivalent and 1-3 years’ experience in Helpdesk, IT or comparable technical role; or equivalent combination of education and experience
• Computer programming skills: Linux, Command Line Interface, Wiki markup language
• Exceptional communication – both written and verbal.
• Excellent active listening and telephone manner.
• Experience working with Microsoft Operating Systems (Windows 10) and Microsoft Office (Word, Excel, Outlook)
• Ability to troubleshoot and resolve problems
• Flexible and adaptable.
• Problem solving.
• Self-motivated.
• Attention to detail.
• Preferred Qualifications:
  • Associates Degree and/or Technical Certifications are a strong plus; can replace some work experience
  • Technical certifications: network and computer troubleshooting

Please send your application including CV and salary request soon. We will close the application process when we have a suitable number of qualified candidates. 

ANTICIPATED SALARY RANGE: $27-29 per hour. If the position is filled outside of Colorado, the salary will differ depending on location. (Salary is determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data).  Additionally, we offer our employees a competitive benefits package which is outlined below.

Our Vaisala solutions contribute to societies and people’s lives in over 150 countries – and can even be found in space. With our technological innovations for measuring weather, environmental and industrial conditions, we have a key role in solving the grand social and environmental challenges of our time. We offer you a career with a clear purpose and a chance to create observations for a better world.  We take pride in being pioneers who strive to bring about positive changes in both the society and environment, and our work is not done yet. Take advantage of this opportunity and join our team to make a difference!

What we offer:

Our benefits package includes: health, dental, and vision insurance, flexible spending accounts, company paid life, long and short term disability, 401(K) plan with company match, a variety of voluntary benefits programs, fitness reimbursement, Employee Assistance Programs, and tuition reimbursement. We also offer holiday pay and a generous paid time off plan.

To be considered for this position you must currently be eligible to work in the U.S. Vaisala participates in the E-Verify employment verification system. Candidates are subject to a complete background check prior to an offer being extended.

EOE AA M/F/V/D

Vaisala is proud to be an Equal Opportunity, Affirmative Action Employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, gender, sexual orientation, gender identity, national origin, citizenship, status, marital status, genetic information, disability, protected veteran status, or any other legal protected status.

EEO Is the Law Poster

Reasonable Accommodation Notice

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. As a government contractor, Vaisala complies with Section 503 of the Rehabilitation Act of 1973 (the Act), which is a law that prohibits federal contractors and subcontractors from discriminating in employment against individuals with disabilities and requires employers take affirmative action to recruit, hire, promote, and retain these individuals.

If you require a reasonable accommodation to complete an application for a recognized disability under applicable law, please contact Human Resources by phone at 303-499-1701 or by email at ushr@vaisala.com. Please note that you can easily submit application by attaching your LinkedIn profile in the recruitment tool (LinkedIn Apply functionality).