Technical Support Engineer

Responsible for providing remote and on-site technical support to field technicians across the region, monitoring down systems and proactively engaging the field to restore service within contractual SLAs and maximise operational availability (Ao); using Salesforce to create, manage and escalate work orders, review case history and approve key parts requests after confirming correct diagnostic protocols have been followed; driving improvements in responsiveness, MTBF and parts usage; working directly with Product Line, Engineering and product specialists to raise and resolve field issues and disseminate best practice and technical bulletins; and travelling to customer sites at short notice as required.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Technical

• Provide advanced remote and on-site technical support to field technicians, guiding fault-finding, repair and part replacement activities on Leidos security screening systems, including Optinet networks, servers, workstations and associated devices.
• Use Salesforce as the primary case management tool to log, track and update incidents, work orders and escalations, ensuring accurate technical notes, parts usage and closure information.

Time Management

• Effectively prioritise and manage multiple system incidents and requests, ensuring response and restoration within agreed SLAs, reducing downtime, and closing actions within agreed timeframes.

Communication

• Communicate clearly and professionally with technicians, customers and internal stakeholders, providing concise technical guidance, written reports and updates on faults, actions taken and system status.

Team Working

• Work collaboratively with the Regional Technical Manager, field engineers, CDRs and Product Line specialists, sharing best practices and supporting colleagues to achieve high levels of availability and customer satisfaction.

Cross Functional Working

• Continually build relationships with internal stakeholders to achieve the successful completion of projects.
• Work closely with Product Line, Engineering, Quality, Logistics and other support functions to raise field issues, coordinate RMAs, implement corrective actions and support continuous improvement of products and services.

Health & Safety

• Always follow and promote Group and Company policies and procedures 
• Ensure all Company equipment and personal PPE is properly used and maintained.

Equality

• Fully understand and always adhere to the Company’s Equality Policy

Company Values

• All employees must conduct themselves in accordance with our Corporate Company Values and Business Ethics at all times

Requirements

• Strong analytical and diagnostic skills, excellent customer-facing communication (verbal and written), ability to work independently under pressure, manage competing priorities and support multiple sites remotely as a proactive team player.

• Knowledge of Unix / Linux–based systems, complex mechanical systems and standard electronic test equipment (e.g. DVM, oscilloscope), ideally with exposure to high-voltage x-ray–producing equipment.
• Able to present complex technical information clearly, handle multiple activities simultaneously and stay organised and calm in a fast-paced environment with minimal oversight.

Experience

• Typically, 5+ years’ experience in a field service and/or technical support environment, including at least 2 years working with complex electro-mechanical, x-ray and/or CT system faults and providing remote support to technicians.

• Previous experience in a similar working environment, ideally airport or transportation security, baggage handling or other automated material-handling systems.
• Application of structured root cause analysis, quality systems and RMA processes to reduce downtime and parts consumption in a technical support environment.
• Wide ranging technical background.
• Previous experience in all or some of the following areas:
    o Automation
    o Mechanical/material handling
    o Conveyor systems
    o Pneumatics
    o Robotics
    o Control systems
    o Electrical power systems

Qualifications

• Graduate of a technical school or completion of military training in electronics engineering technology, or equivalent diploma/degree in Electrical/Electronic Engineering or a related discipline, or an equivalent combination of education and experience.
• Good working knowledge of complex digital and analogue circuitry, with the ability to read and interpret electronic schematics and technical documentation.

• Formal training or certification in x-ray / CT technologies or other high-voltage, x-ray–producing equipment.
• Additional training or certification in Unix/Linux and/or computer networking, industrial automation or control systems.

If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo — because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 — and moving faster than anyone else dares.

Original Posting:

Pay Range:

Pay Range -

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.