Digital Nomad Customer Service Jobs (NOW HIRING)

Overview
We’re currently recruiting for a Field Service Engineer to provide mobile network solutions across the rail sector, including fault repair and testing. The role will build on your existing networking skills and introduce you to both in-house and third-party technologies.

We’re looking for an individual with a minimum of three years’ IT support or engineering maintenance experience who is flexible and willing to travel. The role operates on a rotational shift basis, including nights and weekends, to meet the demands of the rail environment.

About Nomad Digital 

Nomad Digital is the world's leading provider of passenger and fleet connectivity solutions to the railway industry. Founded in 2002, and headquartered in the UK, currently serving more than 80+ global customers - in more than 40 countries - Nomad designs, builds, deploys and manages passenger Wi-Fi and on-board passenger infotainment systems. Nomad also provides remote online condition-based monitoring and maintenance solutions for optimising fleet management, operational performance and improving fuel economy.

When you join Nomad Digital, you will join a forward thinking, fast-growing, fun environment with access to some of the very latest technology in its field. You will work with experts who innovate collaboratively, creating an environment of team work and trustworthiness.

Essential Duties and Responsibilities:

• Experience in working in the railroad and train industry is preferred
• Exceptional troubleshooting, testing and problem solving skills while maintaining a business level view towards resolution;
• Experience in termination of industrial ethernet cabling
• Demonstrable IP Networking knowledge
• Ideally experience in the rail environment with an appreciation of rolling stock regulations.
• Experience and knowledge of 802.11 technology
• Demonstrable experience with RF technologies
• Experience dealing with the RMA of faulty equipment and maintaining spare parts inventory
• Experience of device configuration including Routers, Access Point and Switches
• Client facing skills are essential with good planning, co-ordination and proven hands-on experience.
• Experience working remotely and unsupervised in cooperation with other remotely based engineering teams
• 
  Work will be undertaken on a customer equipment availability basis, necessitating the need for a flexible approach to day, night and weekend working.
• Experience of working with SLAs
• Experience of receiving and updating incidents via a Trouble Ticket tool
• Travelling in and around the Bay Area to various depots.
• Able to troubleshoot and undertake cause analysis reviews to determine faults

Qualification Requirements:

• 
  IT / Wifi or Cellular Networking background
• 
  Previous experience working as a 2nd line field technical support desirable (not from an office)
• 
  Health and Safety certificate for the rail sector desirable
• Clean Driving License

Experience Requirements:

• Working knowledge of Microsoft products including Excel and Outlook.
• Knowledge of Linux based systems and CLI desirable, including scripting
• Experience of supporting networking, Wi-Fi, Cellular and IT equipment
• Customer focussed

Key Behavioural Competencies:

• 
  Ability to organise and prioritise workload and meet deadlines
• This is an on train and trackside role which requires the problem solving of faults via diagnostics both remotely and on-site, these faults are notified via phone, email or a fault management system.
• Ability to undertake hardware and software upgrades and failure replacements where appropriate.
• Responsible for configuring and implementation equipment to match the design objectives and timelines;
• Responsible for building test specifications and undertaking test cycles;
• Managing the handover to client or in-house support staff including training;
• In-house installation and experience in proof of concept and rollout of various network products;
• Troubleshooting and 3rd line support to In-house and 3rd party customers;
• Responsible for factory acceptance testing and on-site acceptance testing within specified timelines;
• 
  To liaise with manufacturers to resolve hardware and software issues
• 
  Good communication both written and verbal with high level of understanding of how to communicate in a professional manner with customers
• 
  To work with equipment that has been removed and suspected that it is faulty and undertake testing to determine if the equipment needs to be returned to the manufacturer for replacement/resolution.
• 
  Knowledge of Root Cause Analysis techniques and ability to apply them to real world scenarios
• 
  Ability to learn new technical skills quickly and retain the knowledge to be able to apply these skills at the appropriate time
• 
  Proactive individual with a passion to deliver a high quality service to Nomad customers.
• 
  Wants to learn new technical skills and utilise these skills.
• Ability to multi-task and switch between tasks without losing track of promises and deadlines that they have committed to.

Our Commitment:

Nomad Digital is committed to being an inclusive and diverse employer, as well as providing equal opportunities in employment and freedom from unlawful discrimination on the grounds of age, race, ethnic or national origin, sex, pregnancy and maternity, marital or civil partnership status, sexual orientation, gender reassignment, disability, religion or beliefs. 

We encourage and welcome all job applicants, especially those from diverse backgrounds and ensure everyone is treated equally and without discrimination.