Technical Assistance Center Network Specialist

Force 3
Crofton, MD
Aug 22, 2019
Aug 25, 2019
Full Time
TAC NETWORK SPECIALIST(SECRET REQUIRED)Job DescriptionAs a TAC (Technical Assistance Center) Network Engineer, you will combine your technical expertise and your customer service focus, to contribute to a growing Support practice. In this role, you will be supporting a variety of US Federal Government customers and their evolving environments. You will work both independently and with other team members to achieve personal and programmatic goals, ensuring the best solution is applied based on the issue and diagnosis.The TAC Network Engineer is responsible for working with other practices and departments when the need arises for an additional layer of escalation. Also, as the resource with the most contact with the customer, you will be responsible for ensuring customer satisfaction as well as working with the customer, following through with those users whose issues not closed on initial contact. Aiding in identifying any new or changes and/or needs and bringing those to the attention of Management to assist in the growth of our business.But first, who is Force 3? Force 3 is THE network security company. For more than 26 years, we've provided secure IT solutions and services for federal agencies across all branches of the US government. Together with our parent company, Sirius Computer Solutions, we offer a wide range of solutions and services backed by expert engineers and strategic partnerships.Job ResponsibilitiesYour specific duties will include:Technical Service Support - 50%* Primarily responsible for this role will be to effectively and quickly respond to New Service Requests, providing second/third level technical support via phone, email, web and remote access, supporting a variety of products, protocols, and solutions with a focus on Cisco.* Investigate and help resolve issues on a variety of customer's equipment and environments using agreed troubleshooting methodologies.* Ensure accurate recording of all Support cases using the company's ticket management tool and those of our Core partnerships (ie Cisco Commerce Workspace (CCW), etc.).* Lead successful onboarding activities for our new Support customers, ensuring proper device details and entitlements are uploaded to our support tools.* Utilize expert judgement to help make business and ticket decisions with minimal oversight.* Maintain required level of knowledge on company-offered solutions including the completion of assigned courses and relevant certification exams.* Collaborate with Engineers in other the areas possibly outside your expertise to cultivate a positive work environment and provide the best experience to our customers.* Take part in our 24x7 on-call rotation, performing any off-hours support.System Integration Support - 25%* Plan and execute in-depth technical integration activities of Cisco device components, developing and tracking documentation of all SW/HW configuration in the form of 'As Built' documents.* Ensure conformity to all customer-specific designs and drawings - expertly integrating and installing these Cisco SPF, Line Cards, and other such product components and parts using manufacture installation best practices.* Maintain and help monitor that all Integration Lab activates conform to our ISO quality certification.Customer Operations and Maintenance - 25%* Supports both remote and onsite engineering efforts for any Operations and Maintenance (O&M) projects.* Participate in scheduled testing and maintenance of customer systems and equipment that may require site visits* Conduct research on products, services and standards to provide resolution or aid in the customer questions and/or reported problems.Job RequirementsSpecific qualifications will include:* At least 5 years of solid a technical competency, supporting a variety of following Cisco architectures: Cisco switching & wireless, Cisco Data Center (UCS, Nexus, NetApp & VMware) and Cisco Collaboration (CUCM, UCCX, Unity)* CCNA in Route/Switch certifications preferred* Cisco CCNP or multiple CCNA across different architectures preferred at start date, but a CCNP will be required within 120 days of employment* Minimum of 5 years proven experience supporting customers both in-person and remotely, troubleshooting and root cause isolation* Must have hands on experience with Cisco products at a minimum* Strong ability to define, verbalize and document technical details to non-technical end-users* Must be a US Citizen with the ability to hold a Secret Security Clearance* Secret Security Clearance is required to start* Must be a team player and build good working relationships across all functions* Must have a strong personal drive for supporting industry leading solutions, and thrive in a fast-paced, high energy environment with a proactive focus* Flexibility, integrity and creative problem-solving skills* Demonstrated strong written and verbal communication* Participation in an on-call rotation is required* Ability to work eight hours a day sitting, using a keyboard, and speaking on the phoneForce 3 is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, national origin, age, veteran status, disability, or any other protected class. US citizenship is required for most positions and selected applicants will be subject to a background check and/or government security investigation.Benefits you will receive:* Competitive Compensation* Health, Dental and Vision coverage* 401(k) Retirement Plan* Ample time off starting with generous PTO policy and 12 Holidays* Training & Educational reimbursement* Awards: We celebrate and recognize our employees!* Dress code: Business Casual dress at the office (including jeans!)* Referral bonuses* Lunch & Learns* Onsite Gym* Onsite Massages* A variety of company social events* Opportunities to give back to the community* And much more?Force 3 is a Cisco Gold Partner, IBM Platinum Business Partner, Dell EMC GSA Advantage Business Partner, NetApp Star Partner, Splunk Elite Partner, Palo Alto Networks Diamond Partner, VMware Premier Partner, F5 Platinum Partner, and Tenable Platinum Partner, headquartered in Crofton, MD.