Technical Support Engineer Level 3

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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

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