Enhanced Distance Support Engineer

SAIC•Norfolk, VA

53d•Onsite

About The Position

SAIC is seeking a dedicated Enhanced Distance Support Engineer to join our TACNET CB-ISEA team and permanently support the Enhanced Distance Support (EDS) Team . This is an ONSITE role at the Naval Information Warfare Command, Atlantic (NIWC-LANT) Building V53 in Norfolk, VA . The ideal candidate will be responsible for providing Tactical Networks Remote Assistance (TNRA) to fleet units, ensuring effective and timely network support operations. This position involves working closely with various stakeholders, including shipboard personnel and leadership, to align support strategies with operational goals and maintain a unified approach to problem resolution. Up to 10% of travel throughout the year.

Requirements

Bachelors and five (5) years or more of related experience; Masters and 3 years experience. An additional four years of experience may be applied in lieu of a Bachelors.
4 + years’ experience in a military network environment directly related to the proposed area of responsibility.
Must be a U.S. Citizen.
Must have an Active Secret Clearance to start.
Must be DoD IAT-II Certified.
Requires a Security certification (Security+,. CASP, Etc.) as well as an Operating System certification (CCNA, Linux+, Microsoft Server 2019+, VMWare, etc.) If you do not have both certifications must be able to obtain them within 6 months of hire.

Nice To Haves

Strong troubleshooting and problem-solving skills.
Excellent verbal and written communication skills.
Ability to work well under pressure and in fast-paced environments.
Proficiency with network management tools and remote assistance technologies.
Knowledge of CANES systems and Navy network environments is a plus.
Team Player: Capable of working effectively within a team and with diverse stakeholders.
Proactive: Ability to proactively identify and address potential issues.
Adaptable: Comfortable with rapidly changing environments and requirements.
Detail-Oriented: Strong attention to detail in documentation and problem resolution.

Responsibilities

Remote Network Assistance: Provide expert TNRA to unit and force level ships, covering all variants of CANES (SW1-4 and future SW5) for both NIPR and SIPR networks utilizing approved remote administration tools in accordance with the Concept of Employment (CONEMP).
Troubleshooting and Problem Resolution: Utilize approved management tools to perform troubleshooting remotely, equivalent to what can be done on a management laptop on deck. Review CICDs, IETM, ECRs, Master DSRs, Other DSRs, SAILOR, and CMPRO for previous resolutions.
Escalation Handling: Work with EDS Leads to identify and escalate unresolved issues to Sustainment Engineering after exhausting all troubleshooting efforts.
Coordination and Communication: Work with other Subject Matter Experts (SME) from various Functional Areas and stakeholders to ensure coordinated effort to resolving fleet unit issues. Establish feedback loops with shipboard personnel to continuously refine the support process.
DSR Authoring and Document Quality Assurance: Author Daily Status Reports (DSRs) and provide quality assurance for documents created by teammates, ensuring accuracy and effectiveness in support strategies.
Documentation and Reporting: Maintain detailed records of trouble tickets and resolutions within HELIX, providing guidance and support throughout the trouble ticket resolution process of those assigned.
On-Deck Support for Skillset Maintenance: Ability to support on-deck efforts as needed, with a focus on maintaining and updating skill sets in alignment with future baselines of PMW-160 systems.
Mentorship and Training: Assist with the onboarding process for new Enhanced Distance Support (EDS) technicians by providing hands-on familiarization with EDS tools and technologies. Act as a mentor by guiding and supporting junior team members through their initial training and integration into the team, ensuring they are well-equipped to perform their roles effectively.

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