IT Support Engineer
WurlSalary not specified
Not SpecifiedCompensation
Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Telecommunications, Wireless Technology, 5GIndustries
Requirements
- 7+ years of experience in IT Support, with at least 3 years in a senior technician or team lead capacity
- Strong troubleshooting skills across hardware, software, network, and IT services
- Experience with ticketing systems and ITSM workflows
- Excellent communication and interpersonal skills
- Ability to manage multiple priorities in a fast-paced environment
- Proven leadership qualities with a hands-on approach
- Familiarity with compliance-driven environments (CMMC, SOC2, ISO 27001) is a plus
Responsibilities
- Act as the first point of escalation for complex or high-priority support tickets
- Lead daily operations of the Help Desk, ensuring SLAs and KPIs are met
- Coordinate shift coverage and workload distribution across the Help Desk staff
- Monitor ticket queues, ensuring prioritization and timely resolution
- Provide hands-on technical support to end-users (hardware, software, network connectivity, M365, VPN, etc.)
- Mentor and guide Help Desk technicians, fostering skill development and operational best practices
- Collaborate with Systems and Network teams for escalations and cross-functional projects
- Develop, maintain, and improve Help Desk documentation, including SOPs and knowledge base articles
- Ensure end user onboarding/offboarding activities are managed and completed on a timely manner
- Identify recurring issues and contribute to problem management efforts
- Support compliance and security initiatives by ensuring adherence to IT policies and procedures
Skills
IT Support
Help Desk
Ticket Management
Escalation Management
Technical Troubleshooting
Team Leadership
Mentoring
IT Documentation
Cross-functional Collaboration
Communication Skills
JMA Wireless
Develops advanced wireless technology solutions
About JMA Wireless
JMA Wireless specializes in advanced wireless technology solutions, focusing on the design and delivery of 5G-ready antennas and connectors. These products enhance the speed, reliability, and security of mobile networks for both consumers and businesses. JMA Wireless serves a variety of clients, including mobile network operators and public institutions, who depend on their products to build and maintain high-performance networks. The company differentiates itself from competitors through its patented hardware and software solutions that are known for superior performance and stability, particularly in dense network environments. The goal of JMA Wireless is to support the next generation of mobile connectivity by providing essential components that enable faster and more reliable wireless communication.
Liverpool, United KingdomHeadquarters
2012Year Founded
$42.7MTotal Funding
GRANTCompany Stage
Hardware, Enterprise SoftwareIndustries
501-1,000Employees
Benefits
Health Insurance
Dental Insurance
Vision Insurance
Life Insurance
Disability Insurance
Employee Discounts
Childcare Support
Performance Bonus
Flexible Work Hours
Remote Work Options
Risks
Emerging 5G companies could threaten JMA Wireless's market share with innovative solutions.
Supply chain vulnerabilities in semiconductors may disrupt JMA's production schedules.
Reliance on federal funding exposes JMA to political and economic shifts affecting future funding.
Differentiation
JMA Wireless specializes in 5G-ready antennas and connectors for high-performance networks.
The company focuses on energy-efficient Open Radio Units, supported by federal funding.
JMA Wireless collaborates with MIT to develop ultra-reliable low-latency communication solutions.
Upsides
Federal funding supports JMA's expansion of 5G manufacturing capabilities in New York.
The partnership with MIT could open new market opportunities in mission-critical applications.
Increased demand for private 5G networks boosts JMA's innovation in secure communication solutions.
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