Support Engineer (Solutions Architect)

Key Responsibilities

Customer & Technical Support

• Provide technical support to telecoms customers
• Build and maintain professional relationships with customers and partners.
• Support customer satisfaction through responsive fault resolution and clear communication.

Pre-Sales Support

• Provide technical input to the sales team during pre-sales engagements.
• Assist with understanding customer requirements and contributing to solution selection.
• Support demonstrations, proof-of-concepts, and evaluations of telecoms and Test& Measurement equipment.

Post-Sales Delivery & Services

• Assist with installation, configuration, commissioning, troubleshooting, and maintenance of systems at customer sites or remotely.
• Provide post-sales technical support to ensure effective use of supplied solutions.
• Assist with the delivery of customer training.
• Deliver assigned tasks on billable consulting engagements within agreed scope and timelines.
• Liaise with partners to support repairs, calibration, firmware updates, and equipment replacement.

Project & Communication Support

• Participate in customer projects by delivering assigned technical tasks.
• Communicate technical information clearly to customers, partners, and internal teams.
• Escalate technical risks or unresolved issues to the appropriate internal stakeholders.
• Provide input into support and project reporting where required.

Continuous Improvement

• Contribute to SOPs, technical documentation, and knowledge bases.
• Accurately record time and activities
• Participate in ongoing training, certification, and up-skilling within the telecom domain.

Requirements

• BEng, BTech, or National Diploma in electronics, or equivalent experience.
• Technical understanding of telecoms environments such as RF, IP networks, timing and synchronisation, and protocols.
• Experience with Test & Measurement equipment will be advantageous.
• Strong problem-solving and fault-finding skills.
• Clear communicator with a professional, customer-focused approach.
• Able to manage multiple tasks and follow structured processes.
• Team-oriented, reliable, and committed to continuous development.
• Knowledge of telecom and Datacom architecture, technologies, and principles.
• Understanding of private and public Cloud, Virtualisation and Containers would be advantageous.