Tier 2 Support Engineer

Job Title: Tier 2 Support Engineer

Job Description

The Tier 2 Support Engineer provides advanced technical support and troubleshooting for integrated hardware and software solutions in networking and communications, with a strong focus on voice and telecommunications systems. This role involves configuring and supporting software, networks, and proprietary communications equipment, participating in system installations and maintenance, and collaborating closely with cross-functional engineering and operations teams. You will play a key role in supporting air-to-ground voice systems for air traffic control centers as part of a growing operations department.

Responsibilities

• Provide advanced tier 2 technical support for software and hardware components, including software installation, configuration, and integration with telecommunications and voice systems.
• Configure and troubleshoot network components and IT system solutions, including computing platforms and proprietary communications equipment, across conceptual, functional, and physical views.
• Understand and follow detailed test procedures to verify system functionality and perform system debugging, including troubleshooting issues with customers over the phone.
• Create, review, and maintain technical documentation to support production builds, such as rack layouts, cable plans, system layouts, system configurations, bills of materials, and build plans or instructions.
• Collaborate closely with internal teams, including program management, hardware and software development, solution architecture, test engineering, field engineering, and production, to ensure overall project success.
• Support the system sustainment team by diagnosing and resolving software and hardware issues in deployed systems.
• Participate in on-site installations, integration, testing, and maintenance activities for voice and communications systems at customer locations.
• Perform remote system monitoring and maintenance and provide tier 2 on-call support as needed to ensure system reliability and performance.
• Apply best-practice second-level support concepts to improve support processes, documentation, and overall service quality.
• Communicate clearly with technical and non-technical stakeholders, providing detailed updates, documentation, and recommendations regarding system status and issue resolution.

Essential Skills

• 3-9 years of experience in a tier 2 support role integrating, deploying, and supporting integrated hardware and software solutions in networking and communications.
• Proven experience providing advanced technical support for hardware, software, and network components, including telecommunications and voice systems.
• Strong understanding of IT system solutions for networking, computing, and communications equipment, including conceptual, functional, and physical system views.
• Hands-on experience with software installation, configuration, and troubleshooting in complex environments.
• Experience following and executing formal test procedures to verify system functionality and performing systematic debugging.
• Ability to create and interpret technical documentation such as rack layouts, cable plans, system layouts, system configurations, bills of materials, and build instructions.
• Demonstrated ability to implement and apply best-practice second-level support concepts in an operational environment.
• Excellent problem-solving, analytical, and technical troubleshooting skills.
• Strong written and verbal communication skills with the ability to explain technical issues clearly.
• Experience working with operating systems such as Red Hat Enterprise Linux (RHEL) and Windows.
• Willingness and ability to travel up to 20% based on project requirements for installations, testing, and on-site troubleshooting.

Additional Skills & Qualifications

• Bachelor's degree in Electrical Engineering, Computer Science, Mechanical Engineering, Information Technology, Information Systems, or equivalent experience with IT systems and/or engineering.
• Experience in networking and communications, particularly in environments involving voice and telecommunications systems.
• Experience supporting or integrating voice communication systems (VOICE/VCS) or similar mission-critical communication platforms.
• Familiarity with transitioning systems from analog to VoIP or working with VoIP-based communication solutions.
• Ability to work effectively with cross-functional engineering and operations teams in a project-based environment.
• Strong organizational skills with the ability to manage multiple tasks, documentation, and priorities in parallel.
• Customer-focused mindset with experience supporting external customers during installations, testing, and troubleshooting.
• Interest in contributing to a growing operations department and supporting the expansion of new service capabilities.

Work Environment

This role is based onsite in Columbia, MD, in an engineering and lab environment focused on configuring and testing voice communication systems before deployment to the field. You will work a standard Monday-Friday, 40-hour work week, with occasional on-call responsibilities for tier 2 support as required by project needs. The position involves up to 20% travel to customer sites for system installations, integration, testing, and on-site troubleshooting. You will work closely with engineering, test, and field teams, using modern lab equipment, networking gear, and telecommunications hardware to support air-to-ground voice systems for air traffic control centers within a collaborative and growth-oriented operations department.

Job Type & Location

This is a Contract position based out of Columbia, MD.

Pay and Benefits

The pay range for this position is $45.00 - $60.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully onsite position in Columbia,MD.

Application Deadline

This position is anticipated to close on Jun 1, 2026.

About Actalent

Actalent is a global leader in engineering and sciences services and talent solutions. We help visionary companies advance their engineering and science initiatives through access to specialized experts who drive scale, innovation and speed to market. With a network of almost 30,000 consultants and more than 4,500 clients across the U.S., Canada, Asia and Europe, Actalent serves many of the Fortune 500.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email actalentaccommodation@actalentservices.com for other accommodation options.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.