System Engineer

We are seeking a highly skilled 911 Systems Engineer to support an ongoing federal contract at the Pentagon.

Responsibilities include the design, delivery, and sustainment of our NG911 solution. Additionally, the SE will assist in resolving client and server application issues, troubleshooting network or telephony issues, and configuration of client and server operating systems within a VM infrastructure to provide immediate support to the customer. Complex problems that require nuanced instruction shall be escalated to higher tier support teams.

Required Knowledge and Skills:

· Taking ownership of customer issues reported and seeing problems through to resolution.

· Research, diagnose, troubleshoot technical issues onsite related to installed systems, applications, and infrastructure.

· Track customer issues via ticketing system through to resolution, within SLA agreements

· Properly escalate unresolved issues to appropriate internal teams

· Provide prompt and accurate feedback to customers.

· Ensure all issues are properly logged and documented into the support system

· Follow up with clients to ensure their IT systems are fully functional after troubleshooting.

· Document technical knowledge in the form of notes and manuals

· Maintain professional relationships with clients.

· Outstanding communication and interpersonal skills required

· Able to clearly communicate plans, alternatives, and recommendations in both written and verbal form

· Computer skills: Excel, Word, and Visio

· Strong problem solving / troubleshooting skills.

· Ability to effectively organize tasks, manage multiple priorities and deliver on customer commitments on schedule.

· Ability to work with all levels of management, vendors and other internal and external groups and customers, exhibiting a positive influence at all levels.

· Strong customer facing communication skills with ability to convey complex technical issues in business terms.

Preferred Knowledge and Skills:

· Fundamental understanding of both copper based and fiber-optic based networks.

· Designing and engineering voice switches and gateways

· Very strong experience working with Ethernet voice/VoIP

· Strong understanding of VoIP protocols, SIP, RTP, H.232, MGCP

· Knowledge of 911 systems and PSAPs

· Strong understanding of layer 2 networks, VLAN tagging, QoS concepts

Qualifications:

· Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role

· Proven administrative experience with Windows/Linux/VM environments.

· Expert knowledge of data network and telecommunications systems including IP addressing and naming (DNS, DHCP), VLANs, spanning-tree, VPN/GRE tunnels, BGP, EIGRP, OSPF, and SIP Session Border Controllers

· Experience with SIP based communications (Asterisk a plus)

· Ability to troubleshoot SIP call setup.

· Ability to analyze packet captures using Wireshark.

· Cisco certifications are a plus.

· Windows Server product line, Windows SQL Server

· DoD Risk Management Framework (RMF) knowledge

· DoD cyber-security (STIGS / Scans / JITC) knowledge

Must maintain DoD Clearance during tenure and have a min Security + CE

· Strong technical, analytical, and organizational skills associated with planning, design and implementation of customer services and network optimization on transport and IP based networks.

Experience:

· 7 years of directly related IT experience

Education:

· Bachelor of Science degree in Computer Science or related equivalent with at least 7 years of IT and networking experience or equivalent

The ideal candidate will have a solid background in the administration of a mission critical 911 solution and be able to learn quickly, and independently as applicable. This position carries a great deal of responsibility, and as such, a certain amount of flexibility in schedule may be needed from time to time. On-call support coverage may be required., * 911 Systems Engineering: 8 years (Required)

License/Certification:

• CompTIA Security+ (Required)

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance