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Job description:
Title: Technical Support Engineer
FULLTIME
Travel required: 20%
Telecommute: yes
Location: Maryland
ACTIVE SECURITY CLEARANCE REQUIRED
Job Description:
Provide support to mid-tier Federal Service accounts. Support includes implementation, account, and project management services.
Essential Functions Implementation Management:
* Overall responsibility for the coordination, planning and execution of Customer Support Services within Federal clients
* Develop project plans and implementation acceptance test plans with federal/secure customers
* Gather and verify configuration information, create and maintain site log drawings, maintain backups, build configurations, and maintain account information in corporate database
* Schedule and perform installations ensuring both customer and site readiness is complete
* Track and communicate progress of implementations to appropriate regional team and management personnel
* Host regularly scheduled meetings customer to ensure implementation plan is on track
* Work closely with customer to ensure services are understood, completed, and billed accordingly
* Utilize the Implementation Planning Process for implementations
Account Management/Support:
* Respect and Maintain the confidential/secure nature of all information, including drawings, diagrams, and configuration data
* Be capable of delivering on-site break/fix support with or without home office support
* Effectively communicate with Remote Support resources for problem determination and resolution without dial-in-support
* Work closely with Sales and Consulting as the focal point for all post-sale account related activities
* Provide quarterly reviews to key customers
* Establish regular communications with customers including on-site visits as requested
* Provide on-site presence during Critical or high-visibility situations, while delivering the appropriate Post Mortem documentation to the customer
* Respond promptly to customer needs, providing services where applicable
* Work closely with Sales, Consulting, and Solution Center identifying single points of failure and the potential for new products and services
Project Management:
* Establish milestones and dependencies, and integrate into the overall account project plan
* Track and report progress against those plans
* Participate in project planning meetings
* Establish facility requirements including power, cabling, floor cutouts, etc by completing a pre-installation plan. Assure site readiness prior to installation of equipment
* Develop, document, and complete acceptance test plans at time of installations
* Work with customer to complete all professional services billed during sale
* Maintain accurate documentation of network diagrams, matrices and associated information by utilizing eRoom and Siebel
* Maintain current technical and product knowledge with respect to its value to customers
Qualifications:
* Bachelors Degrees in Computer Science, or equivalent working experience
* Minimum of 5-7 years in Customer Support experience in data process, data communications or related environment with Federal customers
Preferences:
* In-depth knowledge in the following area: ?Channel Extension? technology, SAN technology, Mainframe technology, and Open systems technology
* Knowledge of WAN/LAN, ATM, Channel protocols
* 1-2 years TCP/IP (experience with installation, maintenance, and user profile maintenance)
* CISSP security certification. NSA/IAM, CICA, SCSA, DOD TS with SCI
* Have taken or be willing to complete a full lifestyle polygraph
