Federal Network Support Engineer (Tier 2) - Day

ASM Research • Reston, VA

7d • Hybrid

About The Position

Provides ongoing technical support and maintenance of production and development systems and software products (both remote and onsite) and for configured services running on various platforms. Provides hardware/software support and implements technology at the operating system-level across all server and network areas, and for particular software solutions/vendors/brands. Serves as escalation point for Level 1 and Level 2 troubleshooting.

Requirements

• Associates Degree or equivalent relevant experience; Bachelor’s Degree in Information Technology, Computer Science or a related field preferred.
• 5-8 years of experience in information technology, systems administration or other IT related field.
• Strong knowledge of Microsoft Operating Systems and products that include Microsoft Windows, Windows Servers, Microsoft Office365 and SharePoint, Microsoft Teams.
• Applies standard methodology, techniques, procedures and criteria.
• Ability to analyze, troubleshoot and resolve complex system hardware, software or networking related problems.
• Ability to communicate effectively, both orally and in writing and to translate technical terminology into terms understandable to non-technical employees.
• Exceptional customer service skills.
• Experience with cloud infrastructure, digital workspace, and storage technology.

Responsibilities

• Plans and implements complex changes on production systems.
• Analyzes and assesses the impact and risk of complex risk changes on production systems.
• Resolves escalated Level 1/2 incidents affecting the operation/availability of production systems, through troubleshooting and implementing the most complex fixes.
• Conducts trend analysis with a focus on proactive identification of events/issues that threaten performance and a consistent and timely resolution and documentation.
• Deploys complex system build outs and leads backup strategies.
• Installs, configures, patches and maintains appropriate technologies (e.g. servers/databases/network/ storage/software solutions).
• Analyzes system performance indicators and recommends improvement actions.
• Monitors vendors' release notes and plans necessary upgrades and patches as required.
• Creates and reviews technical system recovery plans.
• Coaches less experienced staff in the supported products and best practice for production support.
• Performs major upgrades of systems and associated products/software solutions.
• Acts as a technical lead for one or more client services.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree