Field Support Specialist

Quevera LLC • Annapolis Junction, MD, US, MD

7d • Onsite

About The Position

Quevera is seeking a highly skilled Field Support Specialist with an active TS/SCI clearance with Polygraph to support mission-critical programs in Annapolis Junction, Maryland. In this role, you will provide hands-on technical support for Oracle hardware running Solaris and Linux operating systems while delivering exceptional customer service and maintaining reliable enterprise infrastructure. Working alongside a collaborative support team, you will troubleshoot hardware and software issues, perform break/fix support, coordinate on-site and remote service activities, and ensure timely resolution of customer requests. You'll support Oracle hardware platforms, maintain inventory and ticketing activities, and contribute to secure, reliable operations in accordance with government security policies. As a Field Support Specialist, you'll have the opportunity to work directly with customers, support enterprise Oracle environments, and contribute to the delivery of high-quality technical support for mission-critical systems.

Requirements

• Active TS/SCI clearance with Polygraph required.
• Minimum of two (2) years of experience troubleshooting Oracle and Sun Systems hardware, firmware, and software.
• Expertise in diagnosing and resolving Oracle and Sun Systems hardware, firmware, and software issues.
• Experience performing firmware and software patching for Oracle and Sun Microsystems systems.

Responsibilities

• Provide support for Oracle hardware running Solaris and Linux operating systems, including ZFS Storage, Exadata, Oracle Database Appliances, and legacy Sun Microsystems hardware.
• Provide on-site service desk coverage.
• Deliver outstanding customer service while assisting users with hardware and software issues via email, phone, and instant messaging.
• Maintain the on-site ticketing queue for hardware and software requests.
• Travel to customer sites to perform hardware break/fix support, including replacing drives, resolving latency issues, power failures, connectivity issues, and other hardware-related problems.
• Maintain ongoing communication with customers throughout the lifecycle of support requests.
• Meet delivery target dates in accordance with contract service level agreements (SLAs).
• Escalate customer issues and concerns to leadership as appropriate.
• Coordinate with remote data center personnel to facilitate additional support activities.
• Create break/fix and work order requests for local and remote site access.
• Maintain on-site spare hardware inventory.
• Follow all applicable government security policies and procedures.
• Conduct weekly customer check-ins to identify and address any unresolved hardware or software issues.

Benefits

• 100% employer-paid medical coverage (optional plan)
• Competitive options for Medical, Dental and Vision insurance
• Employer-paid short-term and long-term disability coverage
• Employer-paid life insurance
• $5,000 annually for education, training, certifications, and professional development
• Career advancement through our structured iQTouch Program
• Up to 6% 401(k) match
• Additional 4% profit-sharing contribution, at company discretion

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed