Professional Services Engineer - TAC

Professional Services Engineer - TAC Overview We are seeking an innovative, creative, and experienced Professional Services Engineer (PSE) who is ready for the challenges, responsibilities, and rewards that come with working in a high-energy, fast-paced environment. The PSE works as a critical element of the iDirectGov Technical Assistance Center in the direct support of our global client base. The position is primarily responsible for resolving customer issues related to broadband IP communication via satellite transmission. iDirectGov is looking for engineering talent willing to take on the challenging opportunity that this position presents. In addition to the Technical Assistance Center role, the PSE will be asked at some times to travel abroad in support of complex systems installations and startup. The role is technically demanding and will involve a period of training while working with iDirect's product engineering staff, both in hardware and software. Location: Herndon, VA Responsibilities Provide customer support from the technical assistance center: • Isolate and correct network faults using network management tools • Manage service restoration activities and track in trouble ticketing system • Open requirements with the parent company to get support for security questions • Monitor and respond to all incoming email, telephone and Web traffic • Track and update all open tickets • Provide status reports to customers and management personnel • Provide support to Network Operators, Field Engineers and vendors • Assist customers in determining whether problems are iDirect equipment or customer owned and maintained equipment Performs professional services, and hub installations, to include: • iDirect Hub Acceptance Test Plans • Customer 'As Built' documentation • Support complex systems installation and startup at customer sites • Conduct internal and external training - locally and off-site • Assist in satellite communications systems design and requisite customer network documentation • Provide support of new software releases to customers • Analyze, troubleshoot and resolve product related issues resulting from installation, s/w and h/w upgrades, configuration changes, equipment integration or testing • Generate Return Materials Authorizations (RMA) for failed equipment and assist Return Materials Authorization (RMA) coordinator with technical verification and validation of RMA requests • Mentor fellow Professional Service Engineers and actively participate in daily internal operations Act as the main point of contact for security related issues as they pertain to iDirectGov to include (but not limited to): • Common Vulnerability and Exposures (CVE) alerts • National Vulnerability Database (VND) alerts • United States Computer Emergency Readiness Team (US CERT) alerts • Information Assurance Vulnerability Alerts (IAVA) • Information Assurance Vulnerability Management (IAVM) alerts • National Institute of Standards and Technology (NIST) regulations Qualifications Technical Skills Individual should have experience in/working knowledge of: • TCP/IP and general networking concepts • SATCOM/RF concepts • IP Routing and networking • Server and platform virtualization • Linux/Unix and their security functions • Microsoft Office suite • JIRA • MySQL database knowledge • Defense Information Systems Agency (DISA) Security Technical Implementation Guide (STIG) and Security Content Automated Protocol (SCAP) familiarity • Minimum of DoD 8570.1 Level 1 IAM Level 1 certification - CompTIA Security+ or CCNA-Security Education and/or Experience Associate’s or Bachelor’s Degree in a related field and 4 to 6 years related experience; or equivalent combination of education and experience Other Qualifications • Ability to travel up to 25% globally • Willingness/ability to work shifts • Active Top Secret Clearance or eligible for Top Secret Clearance The pay rage for this postion is $61,976 - $108,321.