SOLiD EMEA
Technical Support Engineer - SOLiD EMEA- based in UK
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Job Title: Technical Support Engineer (EMEA)
Location: Office-based (Reading, UK) with remote working as appropriate.
Term: Permanent (PAYE) 40 Hours per week. 09:00 - 18:00.
Salary: Based on experience, including benefits.
Language: Bilingual in both English and French language preferred.
Summary
Reporting to the EMEA Engineering Manager, the appointed candidate will join SOLiD Telecommunications in a technical support and engineering role. This role will focus on delivering world-class technical customer support, product configuration, system deployment, fault diagnosis, and training across the SOLiD Technologies portfolio.
The successful candidate would ideally be bilingual in English and French. The candidate will support customers and strategic partners with technical enquiries, initially under the guidance of experienced engineering colleagues, with the expectation that their responsibilities and technical ownership will quickly develop as their knowledge and confidence increase.
The candidate will be expected to work mainly in an office environment but will occasionally be asked to work from a customer location in a technical support capacity. This may involve travel within the United Kingdom, Ireland, and mainland Europe. Travel to the Middle East and Africa may be required, with proportionate notice and justification.
The successful candidate should have a keen interest in telecommunications, radio-frequency (RF) engineering, and mobile network technologies. Prior, cemented understanding of RF principles, mobile telephony, radio access technologies, distributed antenna networks, structured cabling, optical fibre, antenna design, and public safety systems is essential. The successful candidate will demonstrate strong technical aptitude, a willingness to learn, and the ability to apply engineering principles in a customer-facing environment.
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Main Role Responsibilities
In relation to the SOLiD Product Portfolio:
- Assist in customer support requests via email and through a tailored ticketing system.
- Assist with assigning, tracking, and resolving technical cases, escalating where appropriate.
- Provide first-line technical support for remote and local troubleshooting requests.
- Take responsibility for monitoring and daily management of the EMEA support email mailbox.
- Support customer equipment RMA activities via SOLiD’s online portal.
- Escalate any technical support requests to HQ technical support and R&D teams, as appropriate.
- Assist with approved remote and local troubleshooting and hardware diagnostic activities.
- Assist with the preparation and delivery of technical training sessions for customers, including live demonstrations where appropriate.
- Support the design and production of system solutions, including assisting with system schematics and technical documentation.
- Assist with the review of customer-produced design proposals, helping to ensure the SOLiD portfolio is correctly utilised.
Baseline Required Knowledge/Skillset
- Able to hold technical discussions in both English and French.
- Have the legal right to work within the UK without sponsorship.
- Excellent understanding of RF principles, cellular network architecture, mobile telephony services, and 2G/3G/4G/5G radio access technologies (GSM, UMTS, LTE, and NR).
- Demonstrate a willingness to develop knowledge of active digital DAS, Off-Air Repeater, and Open RAN technologies.
- Excellent theoretical understanding of 2nd/3rd/4th/5th Generation radio networks and architectures, with the ability and motivation to develop practical work and deepen technical knowledge.
- Awareness of optical fibre, structured cabling, and general telecommunications infrastructure would be beneficial.
- Good communication skills and confidence in engaging with customers, partners, and internal technical teams.
- Ability to share knowledge coherently and to guide customers and colleagues alike.
- Professional approach, including good communication, presentation, and timekeeping skills.
- Self-disciplined and highly motivated, with the ability to work alone or as part of a team.
- Self-disciplined in research and theoretical studies, gaining knowledge that will enhance effectiveness in the role.
- Educated to degree standard in telecommunications, electronic engineering, RF engineering, networking, or another relevant technical discipline, or able to demonstrate equivalent technical aptitude.
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General Abilities Include
- Must be able to achieve a UK security clearance or airport airside pass application (employment history, criminal records check).
- Must be prepared to work outside standard business hours (as required).
- Must be available to work away from home and travel as required.
- Must be prepared to work within the EMEA region given proportional notice.
- Have the ability to adhere to health and safety requirements.
- Able to work from a fixed or remote location as required.
- Ability to adhere to timescales with little support from management.
- Ability to take instruction and constructive criticism from peers.
- Good working knowledge of Microsoft Office applications (Excel/Word/Visio/Outlook/PowerPoint).
- Full UK driving licence. Preferably clean.
- Ensure HSQE is maintained throughout all aspects of the role.
- IBWave / Ranplan design experience desirable.
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