Technical Support and Service Reliability • Provide Level 3 escalation support for complex DAS and in-building wireless incidents across CommScope ION-E/ERA, Corning ONE, SOLiD ALLIANCE, JMA TEKO, and comparable platforms. • Diagnose and resolve faults involving RF performance, fiber and coaxial infrastructure, system hardware, software, and management connectivity. • Support and troubleshoot private LTE and CBRS deployments, including Celona, Ericsson, Nokia, and comparable platforms, whether standalone or integrated with DAS environments. • Own the full incident lifecycle in ServiceNow, including triage, diagnosis, escalation, vendor engagement, service restoration, and documented closure within applicable SLAs. • Lead technical coordination with OEMs and carriers for advanced troubleshooting, equipment replacement, software defects, and service-impacting issues. • Analyze system alarms, health data, and recurring incidents to identify degradation and recommend corrective action before further service impact. • Validate monitoring coverage, alarm delivery, alert routing, and escalation readiness with the monitoring and operations teams. • Produce root cause analyses and after-action reports that document findings, corrective actions, and recommendations to prevent recurrence. Planned Changes and Technical Coordination • Prepare or review methods of procedure for firmware upgrades, configuration changes, and other planned maintenance. Address prerequisites, risk, configuration backups, rollback steps, and acceptance criteria. • Execute approved maintenance activities within established change-control processes, including pre-change checks, post-change testing, and confirmation of service stability. • Coordinate technical activities among remote engineers, field personnel, OEMs, carriers, and customer teams during troubleshooting, upgrades, and cutovers. • Determine when onsite intervention is required, define the technical scope for dispatch, direct field troubleshooting remotely, and validate completed work. • Coordinate customer acceptance testing and resolve technical findings before closing the change or maintenance activity. • Provide technical leadership during commissioning, integration, and stabilization of new or modified DAS and private LTE/CBRS deployments. • Maintain clear next actions for unresolved technical issues and dependencies through resolution or an accepted handoff. • Participate in scheduled after-hours maintenance and the assigned support coverage rotation. Documentation and Engineering Development • Maintain accurate technical records for supported sites, including system configurations, equipment inventories, software versions, topology, and change history in designated systems such as NetBox and ServiceNow. • Identify discrepancies in site and support records and coordinate corrections with the responsible teams. • Develop and maintain troubleshooting procedures, runbooks, and technical handoffs that support consistent service delivery. • Mentor engineers through case reviews, practical troubleshooting guidance, and structured knowledge transfer. • Communicate service impact, technical findings, recovery actions, and outstanding dependencies clearly to customers and internal stakeholders, including hospital clinical and facilities teams. Required Skills and Experience DAS and RF Engineering • Strong hands-on experience supporting multi-OEM DAS environments, including CommScope, Corning, SOLiD, JMA, and comparable platforms. • Experience independently diagnosing and resolving complex DAS faults and coordinating technical recovery across multiple teams. • Sound knowledge of DAS architectures, RF engineering principles, and LTE/5G technologies as applied to in-building wireless systems. • Experience integrating and optimizing cellular and two-way radio services within neutral-host, multi-carrier DAS environments. • Knowledge of cellular and two-way radio frequency bands and the technologies used within them. • Ability to calculate and validate RF power allocation and sharing across supported DAS configurations within applicable OEM specifications and carrier requirements. • Experience troubleshooting passive intermodulation (PIM) and interpreting RF test results. • Experience using an Anritsu Site Master or equivalent RF diagnostic equipment. • Working knowledge of fiber-optic and coaxial infrastructure troubleshooting. • Proficiency reading and navigating iBwave design files to understand system topology, locate components, and support troubleshooting and basic design review. Private LTE, CBRS, and Monitoring • Experience supporting private LTE/CBRS solutions, including spectrum considerations, Spectrum Access System (SAS) interaction, and enterprise use cases. • Working knowledge of DAS network management platforms, including Errigal and OEM management tools. • Ability to troubleshoot IP connectivity used for DAS management and monitoring and coordinate resolution with network and security teams. • Experience validating system health, alarm reporting, and monitoring integration. Operational Practice • Practical experience with ITIL-aligned incident, problem, and change management. • Experience using ServiceNow for incident ownership, technical documentation, escalation, and closure. • Ability to develop and execute maintenance procedures with defined risk controls, rollback steps, and verification criteria. • Ability to produce clear, actionable root cause documentation. • Experience directing technical work remotely and validating field results. Professional Expectations • Exercise sound technical judgment and remain calm and decisive during high-severity incidents. • Work independently while coordinating effectively with engineering, operations, vendors, carriers, and customer teams. • Communicate clearly with technical and nontechnical stakeholders. • Maintain ownership of assigned technical issues and follow through on outstanding actions. • Provide practical guidance that improves the capability and independence of other engineers. Preferred Qualifications • OEM certifications from CommScope, Corning, SOLiD, JMA, or equivalent vendors, or demonstrated equivalent experience and knowledge. • CBRS or private LTE certifications from Celona, Ericsson, Nokia, or comparable providers. • Experience supporting DAS in healthcare environments, with an understanding of clinical impact and maintenance constraints. • Experience with structured cabling and field validation methods. Education Bachelor’s degree in Electrical Engineering, Telecommunications, or a related field preferred, or equivalent practical experience in DAS and wireless support.