Technical Support Specialist

1 month ago

New York, New York, United States Leidos Full time
Job Summary

Leidos is seeking a highly skilled Technical Support Specialist to join our team. As a key member of our Security Enterprise Solutions (SES) operation, you will provide technical support and expertise to our customers, ensuring the safe and efficient operation of our security detection and automation solutions.

Key Responsibilities
  • Provide primary interface to product support, escalating issues as needed
  • Support products in the Americas, including North, Central, and South America, as well as the Caribbean
  • Provide second-level technical support when US Senior FST resources are exhausted
  • Offer telephone and email technical support to internal and external customers
  • Guide and mentor senior FSTs within the Americas, including OJT sessions
  • Support field service teams to achieve SLA requirements
  • Drive continuous improvements to optimize system performance
  • Review and approve critical parts for spare part orders from field service
  • Perform maintenance and technical support on products, including equipment, integrated systems, and subsystems, and software at customer and/or factory locations
  • Conduct site/system audits for direct and CDR locations within the Americas
  • Provide inputs to product support for documentation updates and equipment improvements
  • Assess product/equipment performance based on advanced diagnostic techniques, experience, and support data
  • Document all troubleshooting recommendations/actions in our CRM system in a timely manner
  • Maintain tools and test equipment, ensuring they are properly calibrated
  • Communicate effectively, both orally and in writing
Requirements
  • Current U.S. citizen with a valid U.S. passport
  • AS degree or graduate of technical school or military training in electronics or equivalent experience
  • 4+ years' experience in field service environments
  • Pass a criminal background check, drug test, and extensive credit check
  • Physically able to work in narrow spaces, climb ladders/stairs, and carry 50+ lbs. without assistance
  • Valid U.S. driver's license with Real ID
  • Excellent customer service skills
  • Computer networking knowledge
  • Employment dependent on TSA eQIP clearance and ability to maintain this clearance while employed at Leidos
  • Working knowledge of Trace ETD technology
  • Working knowledge of X-ray and/or CT technologies
Preferred Qualifications
  • Computer literacy, competency in MS Office Suite, and aptitude for learning specialized software programs
  • Previous field electrical assembly experience
  • Software integration with electric/mechanical equipment
  • Minimum of 2 years' experience working on Leidos SES equipment

Leidos is an equal opportunity employer/disability/vet. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

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