SR Telecommunications Technical Support Engineer - EDGE

Fortress Solutions is a global leader in telecom and digital infrastructure services, delivering end-to-end solutions that ensure operational integrity and accelerate digital transformation. Founded in 1982, Fortress has evolved from a multi-vendor repair provider into a trusted partner for engineering, deployment, logistics, monitoring, and technical support across telecom, mobility, and emerging tech sectors. With deep expertise in network assurance, field services, and advanced analytics, Fortress empowers customers to optimize performance, reduce downtime, and scale with confidence. Our commitment to quality, agility, and innovation makes Fortress the go-to choice for service providers navigating complex challenges in connectivity and modernization. Summary - WILL ONLY CONSIDER CANDIDATES PROFECIENT IN NOKIA/ALCATEL-LUCENT SYSTEMS: 7450 ESS, 7750 SR AND 7950 XRS The Senior Telecommunications Technical Support Engineer is responsible for providing Tier II and Tier III expert-level remote technical support, troubleshooting, and repairing telecommunications platforms. This role involves utilizing specialized knowledge and experience to determine the cause(s) of failures and complete necessary activities to restore functionality. The Senior level resolves complex, systemic and/or global network issues and outages. The senior engineer will also provide technical assistance and guidance to other team members and develop job aids detailing processes and procedures. Essential Functions: Remote Technical Support and Troubleshooting- Perform remote support and troubleshooting on broad array of telecommunications platforms as a subject matter expert, including advanced level to intermediate level for platforms that do not have established procedures. Utilize specialized knowledge and experience to determine the cause(s) of failures and complete necessary activities to restore functionality. Documentation- Develop and maintain documentation of telecommunications systems, configurations, procedures, and support activities. Test and validate new telecom equipment and software releases. Log all testing, troubleshooting, and research done in the process of resolution in a ticketing application. Incident Response-

• Respond to incidents in a timely manner
• Perform root cause analysis

Telecom Technology- Stay up to date with advancements in telecom technology and recommend upgrades where necessary. Provide technical assistance, guidance and training to other members in the group. QUALIFICATIONS Education & Certifications

• Associate's or Bachelor's degree in Telecommunications, Computer Science, Information Technology or related field preferred.
• Certifications in Electronic Engineering/Technology preferred.

Experience

• 10+ years in experience performing OEM level troubleshooting and repair for supported systems; Telecommunications carrier and/or OEM experience preferred; Experience working both with and without documented procedures preferred.
• Experience working with EMS systems, network management, and monitoring tools and clients.
• Ability to trace complex troubles through a network with multiple platforms in a data path and determine a root cause.

Technical Skills

• Subject matter expert level understanding of telecommunications systems and protocols, such as Nokia 7450 ESS, 7750 SR, 7950 XRS, switched Ethernet, MPLS, IP services.
• Proficiency in Nokia/Alcatel-Lucent systems:
• 7450 ESS
• 7750 SR
• 7950 XRS
• Strong analytical skills and attention to detail
• Ability to manage multiple tasks and prioritize effectively
• Strong communication skills and ability to provide clear written instructions and technical manuals
• Excellent customer service skills and proactive approach to problem solving.
• Proficient computer system/database navigation experience; Working knowledge of Microsoft Office products; Ability to view and enter information via computer keyboard and monitor is required.
• Experience training and guiding peer team members.
• Availability to provide on-call coverage, and if needed, during non-traditional business hours and off-shift.

Competency Requirements Successful candidate must demonstrate successful past experience or strong aptitude in the following:

• Adaptability: Responds effectively to changing constraints; Adapts own behavior to suit the situation; Seeks to understand causes of change and resulting improvements.
• Analytical Thinking: Captures data from different sources; Identifies patterns in data; Establishes relationships and draws conclusions regarding coincidental and causal relationships.
• Attention to Detail: Able to “zoom in” to detail quickly and accurately; Checks information and picks up on inconsistencies/mistakes; Makes detailed comparisons between similar sources
• Innovation: Generates original ideas; Experiments with different approaches to find a better way to solve a problem; Evaluates the practicality of process or design changes.
• Reliability: Responds effectively to clear direction and follows set procedures; Solves immediate problems and escalates when appropriate; Adheres to attendance and punctuality guidelines
• Systematic Thinking: Makes effective use of organizational systems/processes; Takes and organized, logical approach to thinking through issues; Applies learning to new situations

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