The Technical Support Engineer provides L1/L2 support for telecom and network systems, assisting field engineers, NOC, and customers with troubleshooting, configuration support, and issue resolution. The role ensures minimal downtime, smooth service delivery, and adherence to STC, Zain, Salam, and CITC standards in the Saudi telecom market.
Key Responsibilities:
Provide technical support for telecom & IP network systems during rollout and operations.
Troubleshoot and resolve network faults (RAN, Core, Transmission, IP/MPLS, Fiber).
Assist site engineers with remote guidance during installation, configuration, and integration.
Respond to customer/vendor technical issues and track them until resolution (ticketing system).
Coordinate with NOC, vendors (Huawei, Ericsson, Nokia, ZTE), and operators (STC,Zain).
Perform health checks, log analysis, and remote diagnostics.
Support software upgrades, patches, and configuration changes.
Document solutions, issue trackers, and knowledge base articles.
Escalate complex issues to vendor TAC (Technical Assistance Center) when required.
Ensure compliance with SLA commitments, CITC regulations, and operator QA/QC standards.
Required Technical Skills (Saudi Market Focus):
Mobile & Core Networks:
Understanding of 2G / 3G / 4G LTE and basic knowledge of 5G NR.
Familiarity with RAN alarms, KPIs, and performance parameters.
