The Field Support Engineer is part of an on-site support team responsible for the daily supervision and support of radio communication system deployed at customer locations.
The role focuses on hands-on troubleshooting, preventive and corrective maintenance, and coordination with back-office teams.
The role of the Field Support Engineer is to:
- Perform day-to-day system supervision and monitoring of infrastructure components, COTS hardware, radio equipment and associated application software deployed on sites.
- Perform initial diagnosis and troubleshooting of hardware and software issues
- Carry out preventive and corrective maintenance activities, such as replacement of hardware devices, deployment of software updates following established procedures
- Escalate complex or non-standard issues to back-office teams
- Provide technical support to customer.
The role is field-based and requires extensive travel (20 sites deployed across the country). The candidate will have to obtain security clearance to work in military bases.
Role & Responsibilities
Supervision and monitoring
- Perform day-to-day system supervision and monitoring of infrastructure components, COTS hardware, radio equipment and associated application software deployed on sites
- Perform initial diagnosis and troubleshooting of hardware and software issues
- Identify issues requiring advanced expertise and escalate to back-office teams with clear technical information and logs
- Coordinate with customer and remote support teams to ensure smooth operations
- Preventive and corrective maintenance tasks
- Carry out preventive and corrective maintenance activities, such as replacement of faulty hardware devices or components, deployment of software updates following established procedures
- Support systems in Linux based environment, using established automation playbooks (Ansible)
- Technical support and documentation
- Produce incident reports
- Maintain clear and accurate records of system configurations, changes and maintenance activities
- Contribute to the update of procedures and manuals
- Provide technical support to the customer.
Overall Technical activities / description of requirements
- Perform day-to-day system supervision and monitoring of infrastructure components, COTS hardware, radio equipment and associated application software deployed on sites
- Perform initial diagnosis and troubleshooting of hardware and software issues
- Identify issues requiring advanced expertise and escalate to back-office teams with clear technical information and logs
- Coordinate with customer and remote support teams
Preventive and corrective maintenance tasks
- Carry out preventive and corrective maintenance activities, such as replacement of faulty hardware devices or components, deployment of software updates following established procedures
- Support systems in Linux based environment, using established automation playbooks (Ansible)
Technical support and documentation
- Produce incident reports
- Maintain clear and accurate records of system configurations, changes and
- maintenance activities
- Contribute to the update of procedures and manuals
- Provide technical support to the customer.
Logistics
- Maintain accurate inventory of deployed equipment, tools and consumables
- Support logistics for movement of equipment to/from sites, ensuring all items are accounted for and properly transported, stored and labelled
- Track equipment lifecycle (installation, maintenance, return, replacement) using asset management tool.
Work experience requirements
- 3+ years in field support or technical support roles in operational or customer-facing environment
- Hands-on experience with electronic equipment, IT systems, radio communication systems
- Experience in Defense projects or critical infrastructure is preferred
- Experience in integrating and testing complex systems is a plus
Preferred skills
- Experience with Linux-based systems
- Knowledge of radio communication principles
- Exposure to Ansible or automation tools for executing predefined tasks
- Basic understanding of networking, RF equipment, hardware/software integration
- Excellent communication and coordination skills
- Excellent analytical and reporting capabilities
- Strong ability to work both independently and as a team to solve problems
- Be very reactive to solicitations
- Be fluent in English language
- French and Arabic language are a plus
- The role is field-based and requires extensive travel
- Valid driver's license (installation across 20 sites in UAE)
