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Frequentis · 7 hours ago

Tier 2 Support Engineer

Columbia, MD

Full-time

Hybrid

Mid, Senior Level

3+ years exp

Frequentis USA Inc. is dedicated to creating a safer world. The Tier 2 Support Engineer will provide advanced technical support and troubleshooting for software and hardware components while collaborating with internal teams to ensure project success.

IncubatorsSoftwareTelecommunications

Culture & Values

No H1B

U.S. Citizen Only

Responsibilities

Provide advanced technical support and troubleshooting for software and hardware components, including software installation and configuration, network configuration, and telecommunications hardware integration

Understand and apply IT system solutions for networking, computing, and our proprietary communications equipment, including conceptual, functional, and physical views

Understand and follow test procedures to verify system functionality and perform system debugging on the phone with customers

Conduct failure location and analysis and assist in mitigation and escalation when needed

Create and review technical documentation supporting production builds (e.g., rack layouts, cable plans, system layouts, system configuration, bill of materials, build plans/instructions)

Collaborate with internal teams (e.g., program management, hardware & software development, solution architects, test engineering, field engineering, production) for total project success

Support the system sustainment team to troubleshoot and solve software and hardware issues

Participate in on-site installations, integration, testing, and maintenance activities

Ensure adherence to industry standards, regulations, and best practices

Participate in remote system monitoring, maintenance, and tier 2 on-call support

Qualification

Technical troubleshootingNetwork configurationSoftware installationRHELWindowsAnalytical skillsProblem-solvingCommunication skillsOrganizational skills

Required

BS in Information Technology, Information Systems, Electrical Engineering/Computer Science, Mechanical Engineering, or equivalent experience with IT systems and engineering

3-9 years' experience in a tier 2 support role integrating, deploying, and supporting integrated hardware and software solutions in the area of networking and communications

Demonstrates the ability to implement and apply best-practice second level support concepts

Excellent problem-solving, analytical, and technical troubleshooting skills

Highly organized with strong written and verbal communication skills

Must be willing to travel up to 20% depending on project requirements

Fingerprinting and job-related background check will be required

Must be authorized to work in the United States and obtain clearances to work on Government sites