Tier II - Customer Support (TS/SCI CI Poly)

Jacobs Engineering Colorado Springs, CO
Jacobs National Security Solutions (NSS) provides world-class IT network and service management capabilities; cutting edge cyber threat awareness and cybersecurity solutions; innovative web- and software applications development; and advanced data analytics for major clients in the Intelligence Community, Department of Defense, and Federal Civilian Agencies.

We deliver an integrated approach to IT network engineering design and network management, as well as full lifecycle IT service management, IT service delivery, asset management, logistics and procurement support, and software/hardware vendor management. Our network engineers, controllers, and technicians are trained in multiple disciplines to successfully maintain legacy systems as well as insert the latest technologies for voice, data, and video networks in fast-paced, mission-critical environments. Our cybersecurity experts conduct identity and access management, penetration testing, and vulnerability assessments for our nation's most closely guarded agencies and networks, and our Cyber Security Operations Centers ensure safe, effective network operations for Federal clients. Our software engineers are writing and tailoring code to solve hard problems across Federal Agencies, and our Data Scientists and Analysts are helping thwart illegal acts before they can endanger Americans or our way of life.

We are thriving – growing by nearly 100% in the last two years – and need your talent and motivation to help continue propelling us farther, faster.

Jacobs is seeking a qualified Tier II Customer Support candidate for a project in Reston, VA.

Job Description:

* Responsible for responding to customer tickets, emails, and phone calls with request for assistance

* Assist with ensuring 24/7 system continuity, to include being on a recall roster and responding to after-hours calls and on-site support as needed

* Serves as incident manager and point of contact for customers

* Ensure application stability, performing daily system checks, and support patches installed, upgrades conducted, installations, configurations as required

* Manages and updates all O&M processes and associated documentation

* Generally recognized as a leader in the industry in their area of expertise; sought out by others in the area of expertise for advice and guidance

* Provide expert support, analysis, research, and advice into exceptionally complex problems, and processes relating to the subject matter

* Serve as technical expert on executive-level project teams providing technical direction, interpretation and alternatives. Expertise is in a particular area of Information Technology (e.g., Cybersecurity, Information Systems Architecture, Telecommunications Systems Design, Architecture, Implementation, Information Systems Integration, Software Development Methodologies, Security Engineering, Communications and Network Systems Management).

* Perform highly specialized and technical tasks associated with the most current and cutting-edge technologies

* May serve as a technical consultant to a project or a number projects dealing with area of technical expertise

* Coordinate with contract management and Government personnel to ensure the problems have been properly defined and the solutions satisfy customer needs

Physical Requirements:

* Most work will be done at a desk or computer.

Work Environment:

* General Office environment. The nature of the work requires a high degree of teamwork and cooperation with other members of the staff as well as individuals across the Company and Customers.

Equipment & Machines:

* General office equipment including PC/laptop, Fax, Copiers, Shredder, Printers, Telephone, and other miscellaneous office equipment.

Attendance:

* Must be able to work a 40-hour workweek, normally Monday through Friday. However, times and days may vary depending on business requirements.

* Needs to be available to work overtime during critical peaks and be available to meet last minute requests for overtime should the situation occur.

Other Essential Functions:

* Must be able to communicate effectively both verbally and in writing

* Grooming and dress must be appropriate for the position and must not impose a safety risk/hazard to the employee or others.

* Must put forward a professional behavior that enhances productivity and promotes teamwork and cooperation

* Must be able to interface with individuals at all levels of the organization both verbally and in writing.

* Must be well-organized with the ability to coordinate and prioritize multiple tasks simultaneously.

* Must work well under pressure to meet deadline requirements. Must be willing to travel as needed.

* Must take and pass a drug test and background check as well as a motor vehicle records check.

* Must be a US citizen

* Typically requires an Associate degree in a computer field and eight (8) years of related experience. Progressive and relevant education, training and/or certification(s) may be substituted for a portion of the degree and experience requirements.

* Must currently possess an Active TS/SCI and be willing to take a CI Polygraph

Desired Qualifications:

* Strong understanding of analytic tools

* Excellent written and verbal communication skills

* Excellent customer service

* Ability to work in a dynamic, fast-paced environment that requires the individual to simultaneously manage several tasks

Similar jobs you might like