Field Support Engineer (Telecom)

Position Summary

• The Field Support Network Engineer is a critical client-facing role responsible for the installation, configuration, troubleshooting, and maintenance of our clients' network infrastructure. This individual will serve as the primary technical resource on-site, ensuring network performance and security meet our high standards. The ideal candidate is a hands-on problem-solver with deep technical knowledge, excellent customer service skills, and the ability to work independently in dynamic environments.

Key Responsibilities

Network Implementation & Installation

• Perform on-site installation, configuration, and testing of network hardware, including routers, switches, firewalls, wireless access points, and controllers.
• Run, terminate, and test copper and fiber optic cabling Cat5e/6/6a, Single/Multi-mode Fiber.
• Implement and validate network designs and diagrams provided by senior architects.
• Rack, stack, and cable equipment in data centers and wiring closets.
• Assist with circuit turn-ups and provisioning e.g., MPLS, DIA, Broadband.

Troubleshooting & Support

• Provide advanced Tier 2/3 technical support and problem resolution for network-related issues, responding to service tickets in a timely manner.
• Conduct root cause analysis for network incidents and implement permanent corrective actions.
• Utilize diagnostic tools e.g., ping, traceroute, Wi-Fi analysers, packet captures via Wireshark to diagnose and resolve complex network problems.
• Perform scheduled network health checks and proactive maintenance.
• Collaborate with the NOC Network Operations Center and remote support teams to resolve issues efficiently.

Documentation & Client Management

Create and maintain detailed, accurate network documentation, including:

• Network diagrams and topology maps
• Equipment inventories and asset records
• Configuration details and change records
• Client site reports and post-visit documentation
• Serve as the primary technical point of contact for clients on-site, managing expectations and communicating clearly regarding project status and issue resolution.
• Provide training and knowledge transfer to client staff and junior engineers as needed.

Required Qualifications & Skills

• The job holder must have a Bachelor’s Degree 2nd Class Honors Upper division in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Experience: 3+ years of hands-on experience in a field-based network support or implementation role.

Technical Proficiency:

• Essential: Strong practical knowledge of TCP/IP, VLANs, DHCP, DNS, and subnetting.
• Essential: Proven experience with configuring and troubleshooting Cisco/Meraki, HPE/Aruba, or similar enterprise-grade switching and routing platforms.
• Essential: Experience with firewall configuration and administration e.g., Palo Alto, Fortinet, Cisco ASA/Firepower.
• Essential: Experience with WAN/LAN technologies and protocols, OSPF, RIP, BGP, HSRP, VPN, Switching, Trunking. VLAN, NAT, PAT, ACL, SNMP, T1, T3, DSL, ISDN, dial backups, leased lines and structured cabling.
• Strong understanding of network security principles.
• Familiarity with fiber optic and copper cabling standards and best practices.
• Certifications Highly Desired: CCNA Cisco Certified Network Associate is strongly preferred. Equivalent or higher certifications e.g., Network+, JNCIA, PCNSA will be considered.
• Tower/Telecom masts climbing is a MUST

Soft Skills:

• Exceptional customer service and professional client-facing skills.
• Outstanding problem-solving and analytical abilities.
• Strong verbal and written communication skills.
• Ability to manage multiple tasks and priorities in a fast-paced environment.
• Climbing the telecom mast is necessary