The Tier 3 System Engineer will have a good understanding of the software and hardware products used by the company and the end-users, as well as experience with customer relationship management (CRM) systems, helpdesk software, and remote support tools. The Operations Technical Lead should possess a level of communications polish to effectively engage with both technical and non-technical users, as well as collaborate with other members of the IT team. The Operations Technical Lead should demonstrate strong leadership skills and the ability to motivate and manage a team of Tier 1& Tier 2 helpdesk technicians.

The Systems Engineer role supports multiple, major Operations initiatives and the successful candidate is expected to have the wherewithal to prioritize, over-communicate, plan and tightly coordinate with a variety of stakeholders, while driving day-to-day ticket closure to meet or exceed established SLAs. A high level of emotional intelligence, awareness, and ability to rapidly "read the room," is critically required to understand and adapt to a wide variety of personalities to draw the "best" out of teammates to get work done.

Remote work is available for a substantial portion of this role. Some onsite presence may be required from time to time, and the exact schedule will depend on project and organizational needs.

Responsibilities:

• As a Tier 3 Engineer, provide technical guidance to an Operations team mainly comprised of Tier 1 / Tier 2 Techs
• Provide direct assistance to end-users, engaging with customer satisfaction and efficient troubleshooting/ensuring the successful completion of implementation projects.
• Demonstrated strong business process analysis and business analysis capabilities, specifically transforming requirements into actionable next steps.
• Collaborative approach to develop and nurture new relationships with several external customers and stakeholders.
• Manages IT Infrastructure with experience in the following technologies:
  • Disaster recovery
  • Backups
  • O365
  • InTune
  • AVD
  • SCCM
  • Hyper-V
  • ESXi
  • VDI
  • AWS
  • Azure
  • Axonius
  • IT Storage (SAN)
  • SolarWinds
• Experience with network administration (e.g. performing firmware upgrades on Cisco switches and routers- iOS)
• Extensive experience actively using ServiceNow IT Service Management
• Assist Operations Manager with active Operations projects
• Assist in implementation of Ops Security Compliance aligned to all IT assets
• Experience as an advisor in a Federal Agency environment
• Understand technical aspects of Operations to manage troubleshooting, solutioning, etc.
• Experience developing policy, procedure and SOP documentation
• Provide oversight for software/patch management tools such as System Center Configuration Manager (SCCM)
• Responsible for design, implementation, daily operations and maintenance of Microsoft SCCM at the enterprise level.
• Experience with centralized and automated methods for software distribution, operating system deployment, reporting, and logging.
• Extensive experience with break-fix to maintain IT equipment and IT service uptime.
• Responsible for installing, deploying, and managing Microsoft enterprise services software such as Active Directory, Dynamic Host Configuration Protocol (DCHP) and Domain Name System (DNS).
• Experience with SQL and/or database administration support and PowerShell knowledge

Soft Skills:

• Inherent experience with collaborating with cross-functional teams within the organization, and other offices to ensure the integration and compatibility of network solutions with other IT systems and applications.
• Strong "solutions-oriented" and collaborative mindset to drive solutions and execution for the good of the mission and team.
• Excellent written and verbal communication skills; ability to understand and effectively communicate technical concepts in a compelling, persuasive manner to non-technical persons.
• Excellent ability to interact skillfully and diplomatically with numerous counterparts and build rapport, including contract stakeholders, government representatives and vendors
• Proven proficiency facilitating challenging conversations across all levels of the organization
• Must have a high level of EQ to "bring out the best" in team members, both internal and external
• Experience and composure to be the conductor of a very complex and challenging technical "orchestra."
• Solid goal-oriented thinking, while possessing the business acumen to align projects to business outcomes
• Flexibility and ability to swiftly adapt to a customer environment and positively integrate oneself
• Strong analytical, problem-solving, and decision-making capabilities, with a data-driven mindset
• Team player with the ability to work in a fast-paced environment with a continuous process improvement culture Demonstrated outstanding level of professionalism in providing project review support, including ability to exercise good judgment, discretion, tact, and diplomacy
• Sound business ethics, including the protection of proprietary and confidential information

Position Requirements:

• Must be a U.S. Citizen
• Bachelor's Degree
• Must possess an active TS/SCI
• Remote work is available for a substantial portion of this role. Some onsite presence may be required from time to time, and the exact schedule will depend on project and organizational needs.
• At least 15 years experience

Desired:

• Currently supporting a DHS Component
• Currently possess DHS EOD
• Possesses CompTIA Security+ certification
• Majority, if not all years of experience in a team lead or operations technical lead role
• Certifications, such as:
  
  • Azure 900
  • AWS Cloud Practitioner

Pay Range: $120k - $150k

The posted pay range reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity.

Remote work is available for a substantial portion of this role. Some onsite presence may be required from time to time, and the exact schedule will depend on project and organizational needs.