Field Support Engineer

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)