Job Summary : Join Cole Engineering as a Tier I and Tier II Cyber System Support Specialist. We're currently seeking individuals to offer technical assistance to end-users on the Persistent Cyber Training Environment (PCTE) platform.
Your primary responsibilities will include resolving user inquiries, documenting issues, and ensuring adherence to operational service standards.
In this role, you'll be responsible for monitoring reported issues, conducting thorough research, and troubleshooting using product information to deliver comprehensive solutions.
You'll also be expected to provide guidance on issue resolution approaches and escalate issues as required.
Additionally, you'll assist in supporting software upgrades, setting up user profiles, and maintaining user accounts to ensure timely response and high-quality service levels.
Essential Job Functions : As a member of the platform support team, the engineer will utilize Jira Service Manager tools and vSphere to monitor and maintain the PCTE platform guaranteeing its peak performance.
This position is for the weekend day shift working Thursday through Sunday.
In this role, they will oversee the creation of user accounts, address platform issues raised by users, and ensure swift resolutions.
Furthermore, they will incorporate user feedback for ongoing improvements to the customer experience. Their responsibilities will extend across systems classified at various security levels, including Unclassified, Sec / REL (Security / Release), and Top-Secret environments.
Furthermore, the position may involve both domestic and international travel, offering the opportunity to engage directly with users and teams in diverse locations, supporting the platform’s performance on a global scale.
Required Skills :
- Possess strong written and verbal communication skills to collaborate seamlessly within a team environment and support stakeholders.
- Display attention to detail while entering user information to ensure accuracy, minimizing the need for corrective actions.
- Ability to analyze real-world problems and implement solutions following corporate guidelines, industry best practices, and established procedures.
- Offer professional-level support for virtual environments, network functions, and other technical challenges.
- Display adaptability to meet customer needs and requirements effectively.
Desired Skills :
- The ideal candidate should be flexible in their work schedule, including the ability to work different shifts and weekends.
- Support the configuration, execution, and troubleshooting of virtual environments created by users within PCTE.
- Red Hat Enterprise Linux (RHEL) Identity Management (IdM) and Single Sign-On (SSO) using Lightweight Directory Access Protocol (LDAP).
- Interact proficiently with vendors, users, customers, and developers to comprehend evolving needs and operational requirements impacting the production environment to deliver comprehensive solutions.
Required Education / Experience :
Bachelor's degree in a technical discipline such as IT, computer science, systems or software engineering from an accredited college or university.
5 years’ experience in lieu of degree)
8570 Compliant IAT Level II or greater. Security+, CISSP or other equivalent certification required within six months of hire.
Other Requirements : In accordance with the specifications of a government contract, eligibility for this position mandates U.
S. Citizenship status and a TS / SCI security clearance . The precise security clearance requisites will be detailed in the Government's Task Order.
Disclaimer : This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee.
The above is intended to describe the general contents of and requirements for the performance of this job.
Cole Engineering Services, Inc. is an equal opportunity employer. We consider qualified applicants without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, political affiliation, age, marital status, disability, genetic information, veteran status, membership in an employee organization, or any other basis prohibited by federal, state, or local laws.
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