Technical Support Specialist I

The L1 Technical Support Specialist provides front-line remote and telephonic technical assistance for critical security screening equipment, including baggage X-ray systems and trace detection products (e.g., ETD/BPI/RTT systems). This role focuses on basic L1 troubleshooting, customer/Field Engineer guidance, accurate part number identification using technical documentation, and efficient issue escalation to ensure maximum security checkpoint uptime.

1. Level 1 Technical Support & Basic Troubleshooting

• Provide initial diagnostic and troubleshooting assistance over the phone and via remote access tools for baggage X-ray systems and Trace detection equipment.
• Diagnose basic hardware, software, power, and mechanical issues, Password issues including:
• X-Ray Systems: Conveyor belt jams, basic software crashes, power supply issues, image display artifacts, and operator interface errors.
• Trace Detection Products: Basic sample inlet/calibrator errors, clearing standard system alarms, flow rate/gas line issues, and basic sensor/detector warnings.
• Guide operators and Field Service Engineers (FSEs) through basic resolution steps, such as performing power cycles, running system self-tests, verifying cable connections, adjusting basic image settings, and clearing basic system jams.

1. Part Identification & Schematic Lookup

• Analyze technical manuals, exploded-view diagrams, schematics, and Bill of Materials (BOM) to accurately identify correct replacement part numbers for X-ray and Trace product lines.
• Assist field personnel and customers with part identification to prevent order errors and minimize equipment downtime.

1. Escalation & Documentation

• Log and track all incoming incidents in the ticketing system (CRM), maintaining clear records of symptoms, basic steps taken, and diagnostic results.
• Recognize when an issue exceeds L1 scope (e.g., complex generator failure, trace spectrometer calibration issues, deep network integration) and escalate promptly as per escalation matrix with complete case details.

1. Customer Service & Compliance

• Deliver clear, concise instructions to both technical (FSEs) and non-technical (checkpoint operators, airport security) personnel under high-pressure security environments.
• Stay current on technical product updates, service bulletins, and basic regulatory requirements for checkpoint screening.

Technical Skills:

• Product Familiarity: Basic understanding of X-ray imaging components (conveyors, generators, detectors) and Trace Detection technologies (ETD).
• Part Lookup: Demonstrated ability to read technical diagrams, assembly drawings, and schematics to isolate correct part numbers.
• Systems & Networking: Solid grasp of basic computer hardware, OS navigation, remote access tools, and fundamental networking concepts (IP addressing, connectivity).

Soft Skills:

• Excellent verbal and written communication skills with a strong customer-first orientation.
• Strong active listening skills to de-escalate urgent situations in critical operational environments.
• High organizational skills and ability to manage multiple open support tickets effectively.

Working Conditions

• This is a 5-day working role with 2 rotational offs.
• Must be comfortable working in rotational shifts to support global operations.
• Preference will be given to candidates who can align their schedules to cover key business hours in time zones like GMT and PST.

• Education: Associate degree or vocational certification in Electronics, Electrical Engineering, Computer Science, or equivalent technical experience.
• Experience: 3-4+ years of experience in technical support, helpdesk, or field service—preferably supporting security screening, medical imaging, or trace detection systems.