Technical Support Engineer

Job Summary

We are seeking a skilled and field-ready Technical Support Engineer to support onsite project deployments involving Layer 1/Layer 2 networking, FTTH (Fiber to the Home) connections, and CCTV installation and configuration. The ideal candidate will have hands-on experience with structured cabling, network switching, fiber optics, and IP surveillance systems, along with a strong troubleshooting mindset and willingness to travel to project/client sites.

Key Responsibilities

Onsite Project Support

1. Attend client and project sites to install, configure, test, and commission network and CCTV systems.
2. Coordinate with project managers and site teams to ensure work is completed on schedule and to specification.
3. Prepare site survey reports, installation checklists, and handover/acceptance documentation.
4. Provide first-line and second-line (L1/L2) technical support to resolve onsite issues in a timely manner.

Networking (L1/L2)

1. Install, configure, and troubleshoot Layer 1 (physical: cabling, patch panels, media converters) and Layer 2 (switching, VLANs, STP, port configuration) network infrastructure.
2. Perform structured cabling installation (Cat5e/Cat6/Cat6a) and cable testing/certification.
3. Configure and maintain switches, routers, and basic LAN/WAN connectivity.
4. Diagnose and resolve network connectivity issues at the physical and data-link layers.
5. Support IP addressing, VLAN segmentation, and basic network security practices.

FTTH (Fiber to the Home)

1. Install, splice, and terminate fiber optic cables (FTTH) using fusion splicing and mechanical connectors.
2. Perform fiber testing and fault-finding using OTDR, optical power meter, light source, and visual fault locator (VFL).
3. Strong working knowledge of PON architecture: OLT, passive splitters (1:8/1:16/1:32/1:64), feeder/distribution/drop fiber, and splitter loss budgeting.
4. Solid understanding of GPON (ITU-T G.984) and EPON (IEEE 802.3ah) standards, including downstream/upstream data rates, TDMA-based upstream access, and ONT ranging/registration.
5. Activate and provision ONT/ONU on the OLT (serial number/LOID binding, VLAN assignment for internet/IPTV/VoIP services).
6. Configure ONT WAN settings (PPPoE, DHCP client, or static IP; VLAN tagging per service).
7. Configure ONT LAN services including DHCP server (IP pool, lease time, gateway/DNS) and NAT for internet sharing across home/office devices.
8. Configure port forwarding, Wi-Fi SSID/security (WPA2/WPA3), and basic firewall settings on ONT/router devices.
9. Measure and validate optical power levels at the ONT and troubleshoot common GPON alarms (LOS, LOF, low optical power, high BER).
10. Handle last-mile fiber installation, drop cable routing, and customer premises equipment (CPE) setup and handover documentation.

CCTV Installation

1. Install and configure IP and analog CCTV cameras, DVR/NVR systems, and related accessories.
2. Perform cable routing, mounting, and power supply setup (PoE/adapters) for CCTV systems.
3. Configure camera network settings, remote viewing, storage, and recording setups.
4. Troubleshoot video loss, connectivity, and recording issues.

General Technical Support

1. Provide troubleshooting and technical support for network, FTTH, and CCTV related tickets/tasks.
2. Document issues, resolutions, and maintain accurate service records.
3. Coordinate with vendors/suppliers for equipment and material needs.
4. Ensure compliance with safety standards while working onsite.
5. Provide training/guidance to junior technicians when required.

Required Qualifications

Education

1. Diploma or Bachelor's degree in Computer Science, Information Technology, Telecommunications, Electronics, or a related field.

Certifications (Mandatory)

1. CCNA (Cisco Certified Network Associate) — Required
2. HCIA (Huawei Certified ICT Associate – Routing & Switching or Datacom) — Required
3. Additional certifications (CCNP, HCIP, FTTH/Fiber Optics certification, CCTV/IP Surveillance certification) are a plus.

Technical Skills

1. Solid understanding of OSI Model, focused on Layer 1 & Layer 2 networking concepts.
2. Hands-on experience with switches, routers, VLANs, and structured cabling.
3. Practical experience with FTTH technologies, including:
4. PON architecture (OLT, passive splitters, feeder/drop fiber, loss budgets).
5. GPON and EPON standards, TDMA upstream access, ONT ranging/activation.
6. ONT/ONU configuration: WAN setup (PPPoE/DHCP/static, VLAN tagging), LAN DHCP server setup, NAT, port forwarding, and Wi-Fi configuration.
7. Fiber splicing (fusion/mechanical) and testing with OTDR, power meter, light source, and VFL.
8. Fault diagnosis using optical power readings and GPON alarm codes (LOS/LOF).
9. Experience installing and configuring CCTV systems (IP/analog cameras, NVR/DVR).
10. Familiarity with networking tools: cable testers, tone generators, crimping tools, OTDR, power meter.
11. Basic to intermediate knowledge of IP addressing, subnetting, DHCP, NAT, and network troubleshooting.

Experience

1. Minimum 1–3 years of experience in technical support, network installation, FTTH deployment, or CCTV installation (adjust based on seniority level).
2. Prior experience in onsite/field project work is highly preferred.

Other Requirements

1. Willingness to travel to project sites (local/regional as required).
2. Valid driver's license (if applicable to the role).
3. Physically able to perform installation work (climbing ladders, working at heights, handling equipment).
4. Strong problem-solving skills and ability to work independently onsite.
5. Good communication skills to liaise with clients and internal teams.
6. Ability to work under pressure and meet project deadlines.

Preferred Skills (Nice to Have)

1. Knowledge of network security fundamentals.
2. Experience with access control systems or other low-current systems (intercom, alarm systems).
3. Familiarity with project documentation and reporting tools (Excel, Word, ticketing systems).
4. Arabic/English bilingual proficiency (adjust based on region).

Work Conditions

1. Field-based role requiring frequent travel to project/client sites.
2. May require work outside standard business hours for project deadlines or emergency support.