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Technical Assistance Center Network Specialist (Security Clearance required)

Company: Force 3
Location: Crofton
Posted on: December 5, 2019

Job Description:

Force 3, a Sirius Company, is currently searching for a--Technical Assistance Center (TAC) Network Engineer.----As a TAC Network Engineer you will combine your technical expertise and your customer service focus, to contribute to a growing Support practice.-- In this role, you will be supporting a variety of US Federal Government customers and their evolving environments.-- You will work both independently and with other team members to achieve personal and programmatic goals, ensuring the best solution is applied based on the issue and diagnosis. The TAC Network Engineer is responsible for working with other practices and departments when the need arises for an additional layer of escalation.-- Also, as the resource with the most contact with the customer, you will be responsible for ensuring customer satisfaction as well as working with the customer, following through with those users whose issues not closed on initial contact. Aiding in identifying any new or changes and/or needs and bringing those to the attention of Management to assist in the growth of our business. --Job Responsibilities --Technical Service Support --- 50% Primarily responsible for this role will be to effectively and quickly respond to New Service Requests, providing second/third level technical support via phone, email, web and remote access, supporting a variety of products, protocols, and solutions with a focus on Cisco. Investigate and help resolve issues on a variety of customer---s equipment and environments using agreed troubleshooting methodologies. Ensure accurate recording of all Support cases using the company---s ticket management tool and those of our Core partnerships (i.e. Cisco Commerce Workspace (CCW), etc.). Lead successful onboarding activities for our new Support customers, ensuring proper device details and entitlements are uploaded to our support tools. Utilize expert judgement to help make business and ticket decisions with minimal oversight. Maintain required level of knowledge on company-offered solutions including the completion of assigned courses and relevant certification exams. Collaborate with Engineers in other the areas possibly outside your expertise to cultivate a positive work environment and provide the best experience to our customers. Take part in our 24x7 on-call rotation, performing any off-hours support. --System Integration Support --- 25% Plan and execute in-depth technical integration activities of Cisco device components, developing and tracking documentation of all SW/HW configuration in the form of ---As Built--- documents. Ensure conformity to all customer-specific designs and drawings - expertly integrating and installing these Cisco SPF, Line Cards, and other such product components and parts using manufacture installation best practices. Maintain and help monitor that all Integration Lab activates conform to our ISO quality certification. --Customer Operations and Maintenance --- 25% Supports both remote and onsite engineering efforts for any Operations and Maintenance (O&M) projects. Participate in scheduled testing and maintenance of customer systems and equipment that may require site visits Conduct research on products, services and standards to provide resolution or aid in the customer questions and/or reported problems. --Job Requirements At least 5 years of solid a technical competency, supporting a variety of following Cisco architectures: Cisco switching & wireless, Cisco Data Center (UCS, Nexus, NetApp & VMware) and Cisco Collaboration (CUCM, UCCX, Unity) CCNA in Route/Switch certifications preferred Cisco CCNP or multiple CCNA across different architectures preferred at start date, but a CCNP will be required within 120 days of employment Minimum of 5 years proven experience supporting customers both in-person and remotely, troubleshooting and root cause isolation Must have hands on experience with Cisco products at a minimum Strong ability to define, verbalize and document technical details to non-technical end-users Must be a US Citizen with the ability to hold a Secret Security Clearance Secret Security Clearance is required to start Must be a team player and build good working relationships across all functions Must have a strong personal drive for supporting industry leading solutions, and thrive in a fast-paced, high energy environment with a proactive focus Flexibility, integrity and creative problem-solving skills Demonstrated strong written and verbal communication Participation in an on-call rotation is required Ability to work eight hours a day sitting, using a keyboard, and speaking on the phone --Benefits you will receive: Competitive Compensation Health, Dental and Vision coverage 401(k) Retirement Plan Ample time off starting with a generous PTO policy and 12 Holidays Training & Educational reimbursement Awards: We celebrate and recognize our employees! Dress code: Business Casual dress at the office (including jeans!) Referral bonuses Lunch & Learns Onsite Gym Onsite Massages A variety of company social events Opportunities to give back to the community And much more--- -- Serving federal agencies for over 25 years, Force 3 has a wealth of knowledge and resources to offer best practice solutions that achieve optimal outcomes and meet compliance guidelines. Together with our parent company Sirius Computer Solutions, we offer a comprehensive range of solutions backed by an expert team of engineers and the highest levels of partnership with leading manufacturers. From design to deployment, support, and maintenance, our technology solutions and services are designed with a constant focus on supporting our customers--- missions. We prioritize your success --- and we don---t succeed unless you do. Force--3 is a Cisco Gold Partner, Dell Technologies GSA Authorized Partner, F5 Platinum Partner, IBM Platinum Business Partner, NetApp Star Partner, Nutanix Master Partner, Palo Alto Networks--Diamond--Partner, Splunk Elite Partner, Tenable Platinum Partner, and VMware Premier Partner.

Keywords: Force 3, Baltimore , Technical Assistance Center Network Specialist (Security Clearance required), IT / Software / Systems , Crofton, Maryland

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