Technical Support Engineer

ParamInfo; Riyadh; On-site; SAR 150,000 - 200,000; Full time

Job summary

A leading tech support firm in Riyadh is looking for a Technical Support Engineer to provide L1/L2 support for telecom and network systems. The candidate will be responsible for troubleshooting, configuring, and resolving issues while ensuring minimal downtime and adherence to key telecom standards. Ideal applicants should have a Bachelor's degree in Engineering and 3-5 years of relevant experience. Familiarity with vendor equipment and certifications are preferred. The role offers opportunities to collaborate in a fast-paced environment.

Qualifications

• 3-5 years of experience in telecom/network technical support (L1/L2).
• Hands-on with vendor equipment (Huawei, Ericsson, Nokia, ZTE).
• Certifications preferred: CCNA/HCIA, ITIL Foundation.

Responsibilities

• Provide technical support for telecom & IP network systems.
• Troubleshoot and resolve network faults.
• Assist site engineers with remote guidance.

Skills

Understanding of 2G / 3G / 4G LTE

Strong understanding of TCP/IP

Experience with ticketing systems

Familiarity with CCNA/HCIA-level concepts

Microwave link troubleshooting

Education

Bachelor’s degree in Telecommunications, Electrical, Computer, or Electronics Engineering

Tools

Wireshark

Remedy

ServiceNow

Job description

Overview

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.

Job Title

Technical Support Engineer

Job Location

Riyadh

Job Description

Job Purpose: 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.
• Basic Core Network concepts (MSC, SGSN, EPC, IMS).
• Experience using OSS/NMS platforms (Huawei U2020, Ericsson ENM, Nokia NetAct).

Transmission & Fiber

• Microwave link troubleshooting (Ericsson Minilink, Huawei RTN, Nokia MW).
• IP Transmission knowledge: PDH, SDH, Ethernet/IP/MPLS.
• Fiber optic basics: splicing, OTDR test interpretation, OSP/ISP fault analysis.

Networking & Tools

• Strong understanding of TCP/IP, VLANs, Routing & Switching (Cisco, Huawei, Juniper).
• Familiarity with CCNA/HCIA-level concepts.
• Familiarity with tools like Wireshark, Spectrum Analyzer, Site Master, OTDR.
• Experience with ticketing systems (Remedy, ServiceNow, Jira, etc.).

Compliance & Standards

• Awareness of Saudi telecom regulations (CITC).
• Knowledge of ITIL processes (Incident, Problem, Change Management).

Qualifications

• Bachelor’s degree in Telecommunications, Electrical, Computer, or Electronics Engineering.
• 3–5 years of experience in telecom/network technical support (L1/L2).
• Hands-on with vendor equipment (Huawei, Ericsson, Nokia, ZTE).
• Certifications preferred: CCNA/HCIA, ITIL Foundation, vendor-specific certifications (Huawei HCIA/HCIP, Nokia NFM, Ericsson Certified Associate).

Soft Skills

• Strong problem-solving and analytical skills.
• Good communication (English required; Arabic is a plus).
• Ability to manage high-pressure situations and multitask.
• Customer-oriented mindset with proactive issue handling.
• Team collaboration across multi-vendor projects.