Technical Support Engineer

2 months ago

Chantilly, United States Fenix Group, Inc Full time
Job DescriptionJob DescriptionDescription:

Purpose of Job: The Technical Support Engineer serves as a crucial link between our advanced communication solutions and our customers. This ensures seamless integration, deployment, and ongoing support of 4G/LTE and 5G systems. The primary purpose of this position is to deliver expert technical assistance, conduct comprehensive training, and demonstrate our products' capabilities both remotely and onsite. By maintaining strong customer relationships and staying at the forefront of industry advancements, the Technical Support Engineer drives customer satisfaction and supports the overall mission of providing reliable and innovative communication solutions for defense operations.


Essential Job Functions and Performance Standards:

  • Collaborate with defense customers to integrate our 4G/LTE and 5G solutions into their existing communication infrastructure.
  • Ensure seamless installation, configuration, and testing of communication systems.
  • Customize solutions to meet specific operational requirements and mission-critical needs.
  • Provide remote and onsite technical support to diagnose and resolve communication system issues.
  • Conduct root cause analysis and implement corrective actions to maintain system integrity.
  • Work closely with the development and engineering teams to report and resolve software and hardware issues.
  • Develop and deliver comprehensive training sessions for our customers on the use and maintenance of 4G/LTE and 5G communication systems.
  • Create training materials, user guides, and documentation to support customer education.
  • Conduct ongoing training to update customers on new features, enhancements, and best practices.
  • Act as the primary point of contact for technical inquiries.
  • Maintain strong relationships with customers by providing timely and effective support.
  • Gather customer feedback and work with the product team to drive continuous improvement.
  • Assist the sales team with technical presentations and demonstrations of 4G/LTE and 5G communication solutions.
  • Provide pre-sales technical support, including solution design and assist with technical proposal preparation.
  • Participate in customer meetings to understand requirements and propose suitable communication solutions.
  • Stay updated on industry trends, new technologies, and product developments in 4G/LTE and 5G communications.
  • Document support activities, solutions, and best practices.
  • Participate in team meetings and contribute to continuous improvement initiatives.
  • Conduct product demonstrations to showcase the capabilities and benefits of our 4G/LTE and 5G technologies.
  • Tailor demonstrations to address the specific needs and use cases of defense customers.
  • Gather and analyze feedback from demonstrations to inform product improvements and customer support strategies.
  • Performs other related duties as assigned

Work Environment:

  • This position involves a combination of remote work and onsite visits to customer locations. The candidate must be adaptable to working in different environments, including home offices, customer facilities, and field locations.
  • The candidate will frequently work at defense customer sites, which may include secure military bases, field operation areas, and other remote locations. These environments may have strict security protocols and varying conditions.
  • Onsite work may occur in outdoor settings and under various weather conditions. The candidate must be prepared to work in environments that may be hot, cold, wet, or otherwise challenging.
  • The role requires regular handling of technical equipment, including computers, communication systems, and testing tools. The work environment may involve exposure to electromagnetic fields and other technical equipment-related factors.
  • The position involves regular travel to customer sites, including potential international travel. The candidate must be flexible with travel schedules and able to adjust to different time zones and cultural environments.
  • The candidate must adhere to all safety and security protocols at customer sites and during field operations. This includes complying with military and defense regulations and maintaining the confidentiality of sensitive information.
Requirements:

Education: Bachelor’s degree in Electrical Engineering, Telecommunications, or related field. Experience may be substituted for education.

Licenses/Certificates: CCNA, CWNP, CompTIA Network+, CompTIA Security+, CLP, 5G certifications from recognized institutions, or relevant military communications certifications preferred.

Experience: Minimum of 3+ years of experience in technical support, systems integration, or a related role, specifically with 4G/LTE and 5G technologies.

Skills:

  • Strong understanding of 4G/LTE and 5G communication systems, protocols, and tools.
  • Excellent problem-solving and analytical skills.
  • Ability to work independently and as part of a team.
  • Strong communication and interpersonal skills.
  • Willingness to travel to customer sites as needed, including possible international travel.

Physical Demands:

  • The candidate must be able to lift and carry equipment weighing up to 50 lbs. This includes setting up and transporting technical equipment necessary for system integration and troubleshooting.
  • The position requires the ability to work in various outdoor environments, potentially in varying weather conditions. The candidate must be comfortable and capable of performing technical tasks onsite with defense customers, which may include setup and maintenance of communication systems in the field.
  • The role involves frequent standing, walking, and moving around customer sites. The candidate must have the physical stamina to handle extended periods of activity during onsite visits.
  • The candidate must have the dexterity to handle and configure small and large technical components and tools.
  • The position requires the ability to travel, potentially including international travel, to customer sites for integration, support, and training activities. Flexibility in travel schedules is essential.
  • The candidate must have the ability to read and interpret technical documents, diagrams, and computer screens, as well as the ability to hear and understand customer inquiries and troubleshoot issues effectively.

Other Requirements:

  • Must be a U.S. Citizen
  • Work Authorization / Security Clearance: Must be able to obtain a Secret level clearance.
  • Travel is primarily locally during the business day, although some out of the area travel and overnight may be expected.

AAP/EEO Statement:

Fenix Group, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.


This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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