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This position will be part of a data center support team providing a range of services on a multi-year federal contract. Areas of responsibility will include lifecycle and incident management of data center infrastructure and various hardware and software platforms and tools. The team will deliver according to Service Level Agreements and ensure customer satisfaction.
Must Haves:
- At least 3 years of experience supporting and installing data center networking infrastructure.
- Active TS/SCI clearance with a Full Scope Polygraph issued through the NSA (Maryland customer).
- Demonstrated hands-on experience in network engineering.
- Experience utilizing network monitoring, diagnostic, and analytics tools within a Tier 2/Tier 3 support environment, with a strong ability to identify and resolve technical issues.
- Proven experience performing network maintenance activities, including applying patches, service packs, updates, and security-related configurations.
- Background monitoring network performance to maintain system uptime, reliability, and overall operational health.
- Experience tracking system resource utilization, analyzing performance trends, and supporting capacity planning efforts.
- Current Security+ certification.
- Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related technical field, or equivalent professional industry experience.
Pluses:
- Knowledge of Linux operating systems with practical troubleshooting experience.
- Familiarity with Information Technology Service Management (ITSM) practices, with ITIL experience preferred.
- Experience supporting customers within their operational environment.
- Ability to provide training and knowledge transfer to team members through on-the-job instruction.
- Experience working with ServiceNow.
- CCNA certification.
Day to Day Responsibilities:
- Support and maintain data center networking infrastructure and internal network equipment for a large federal government program.
- Participate in system deployment, installation, and troubleshooting activities while adhering to both government and corporate standards and procedures.
- Continuously monitor systems and IT infrastructure using approved tools and respond to incidents according to their priority, impact, and severity.
- Serve as a technical resource for team members, customers, vendors, and partner organizations when addressing complex technical challenges.
- Independently investigate and resolve technical incidents, as well as select business-related issues, while understanding when escalation is necessary.
- Provide guidance and assistance to less experienced team members during the investigation and resolution of complex incidents.
- Deliver high-level support by maintaining strong technical and operational expertise and staying informed on relevant industry developments and trends.
- Evaluate support plans against business objectives and align customer needs with available service offerings and solutions.
- Function as a trusted technical advisor for customers and internal sales teams in a consultative capacity.
- Recommend process improvements, promote operational efficiency, and collaborate with teammates to share best practices and lessons learned.
This role requires a TS/SCI clearance with a full scope polygraph.
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