System Engineer

Intelligent Waves LLC • Fort Meade, MD

16h • $120,000 - $127,000 • Onsite

About The Position

The Systems Engineer provides Tier II technical support for a globally distributed Department of Defense (DoD) Airborne Intelligence, Surveillance, and Reconnaissance (AISR) Full Motion Video (FMV) architecture supporting 24/7 worldwide operations. The role serves as a primary technical point of contact for operational support, responding to customer requests by phone, email, chat, and enterprise service management tools. In a collaborative operations environment, the engineer supports enterprise applications, networking, Linux systems, virtualization platforms, and mission systems while providing responsive customer service and maintaining accurate incident records and operational documentation.

The position is based at Fort Meade, Maryland. Initial training is in Mechanicsburg, Pennsylvania, with minimal travel for future training. A required 10-hour shift rotation is either Sunday to Wednesday or Wednesday to Saturday. Applicants must have an active DoD Secret clearance and be able to obtain and maintain a TS/SCI clearance. Compensation is $120,000–$127,000. Adherence to all customer site protocols is mandatory.

Requirements

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related technical field, or an associate’s degree with equivalent experience.
• At least 2 years of experience supporting enterprise IT systems, technical operations, or help desk/service desk environments.
• Experience supporting enterprise applications, web services, or Linux-based environments, including troubleshooting Windows and/or Linux systems in production.
• Working knowledge of TCP/IP networking, LAN/WAN technologies, DNS, DHCP, and network troubleshooting.
• Working knowledge of Linux operating systems such as Red Hat Enterprise Linux, CentOS, Ubuntu, or equivalent.
• Familiarity with virtualization platforms such as VMware, Hyper-V, or similar technologies.
• Strong analytical and troubleshooting skills, including the ability to isolate hardware, software, and network issues.
• Experience using IT service management (ITSM) or help desk ticketing systems and documenting technical issues clearly and accurately.
• Excellent verbal and written communication skills and a strong customer service orientation.
• Ability to work effectively under pressure in a mission-critical environment.
• Active DoD Secret clearance and ability to obtain and maintain a TS/SCI clearance.
• Ability to work a required 10-hour shift rotation, either Sunday to Wednesday or Wednesday to Saturday.
• Adherence to all customer site protocols.

Nice To Haves

• Experience supporting DoD or Intelligence Community environments, including prior military or DoD contractor experience.
• Experience supporting ISR, Full Motion Video (FMV), or enterprise mission systems.
• Experience supporting 24/7 operational environments.
• Familiarity with video streaming technologies and FMV systems.
• Experience with Kubernetes or containerized environments.
• Experience supporting enterprise storage technologies, including Fibre Channel and iSCSI.
• Experience with ServiceNow or other enterprise IT service management platforms.
• Familiarity with the Risk Management Framework (RMF), DISA Security Technical Implementation Guides (STIGs), and Information Assurance requirements.
• Security+, Linux+, Network+, CCNA, or an equivalent industry certification.

Responsibilities

• Provide Tier II technical support for enterprise ISR systems supporting worldwide operations, troubleshooting application, network, Linux, virtualization, and system issues using established procedures and technical documentation.
• Resolve issues during initial customer engagement when possible; escalate complex or unresolved issues to Tier III engineering with complete technical documentation and troubleshooting results.
• Receive and respond to support requests through telephone, email, chat, and enterprise ticketing systems.
• Create, document, prioritize, and manage tickets in the organization’s IT service management platform.
• Manage incidents through resolution, provide timely updates to customers, Operations leadership, and engineering teams, and verify customer satisfaction before closing tickets.
• Monitor operational systems, alerts, and dashboards to identify and respond to service disruptions.
• Coordinate with software, systems, network, cybersecurity, and Field Service Representative (FSR) teams to restore service.
• Support production-equivalent test environments to reproduce customer issues and validate fixes.
• Maintain operational documentation, knowledge articles, and standard operating procedures.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level