Technical Support Specialist I

Overview

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.

Responsibilities

• **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.
• **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.
• **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.
• **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.

Qualifications

• **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.