Network Support Technician

Job not on LinkedIn

🔥 6 minutes ago

🌲 North Carolina – Remote

🌲 North Carolina – Remote

💵 $90k - $130k / year

⏰ Full Time

🟠 Senior

🔴 Lead

📞 Support Engineer

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Sherpa

WebsiteLinkedInAll Job Openings

11 - 50 employees

🤖 Artificial Intelligence

🤝 B2B

Artificial Intelligence • B2B • Marketing

Sherpa is a leading provider of data-driven insights and partner marketing solutions for global technology firms. Leveraging its proprietary EdisonAI platform, Sherpa empowers companies to optimize their partner ecosystems, enhance partner recruitment, and drive marketing campaigns with precision. By focusing on strategic partner engagement and activation, Sherpa helps organizations build long-term, revenue-driving partnerships. With a comprehensive suite of marketing programs and tools, Sherpa guides businesses through their partner-related challenges, enabling smarter marketing strategies and improved ROI.

📋 Description

• Provide Tier I/II technical support for Watchtower customers and end users • Troubleshoot hardware, software, network, and mobile device issues across multiple environments • Support Android, iOS, Windows, and Linux operating systems • Diagnose and resolve Mobile Device Management (MDM) enrollment, configuration, compliance, and connectivity issues • Analyze system logs and identify root causes of technical problems • Escalate complex issues to engineering teams while maintaining customer ownership and communication • Monitor support ticket queues and ensure timely resolution of customer issues • Collaborate with Air Force base personnel and government stakeholders to understand site-specific operational requirements • Configure, customize, and validate DMSAT systems to meet mission objectives and customer requirements • Coordinate and oversee on-site installation and deployment of DMSAT equipment and associated infrastructure • Conduct operational testing and validation to ensure system readiness • Support sustainment activities and lifecycle management of deployed systems • Provide on-site technical support during deployment, operational exercises, and training events • Conduct hands-on training sessions for Airmen, operators, administrators, and customer personnel • Develop and maintain training materials, user guides, quick-reference guides, and Standard Operating Procedures (SOPs) • Provide customer onboarding and operational best practices guidance • Demonstrate system functionality and capabilities to users and stakeholders • Deliver both remote and in-person technical instruction • Assist with deployment, configuration, and maintenance of: Mobile Device Management (MDM) platforms, Windows and Linux servers, Virtualized environments, VPN solutions, Active Directory and LDAP services, Cloud-based services and infrastructure • Support software updates, patch management, and system hardening efforts • Assist in applying and validating DISA STIG compliance requirements • Support network connectivity, encryption, certificate management, and secure communications • Prepare and maintain deployment documentation, installation reports, training records, and operational checklists • Document troubleshooting procedures, lessons learned, and technical solutions • Capture bug reports and support root cause analysis efforts • Maintain accurate customer support records and deployment status reports • Support tactical communications and mobility solutions for DoD customers • Participate in customer site visits, field installations, and operational exercises • Ensure compliance with contractual, safety, security, and operational requirements • Coordinate with internal engineering teams, government stakeholders, and customer representatives to ensure mission success • Participate in after-hours support activities as required

🎯 Requirements

• Bachelor's Degree (BA/BS) in Information Technology, Computer Science, Cybersecurity, Network Engineering, Electronics, Communications, or related field • Additional years of directly related experience may be substituted for a degree • Minimum of 10 years of experience in Network Engineering, Systems Administration, Technical Support, Tactical Communications, Deployment Operations, or related technical disciplines • Minimum of 3 years supporting Department of Defense, Federal Government, or military communications environments • Experience supporting enterprise mobile device management (MDM), tactical networking, or situational awareness platforms • CompTIA Security+ CE certification or equivalent certification that satisfies DoD 8570/8140 workforce requirements • AWS Certified Cloud Practitioner certification (required)

🏖️ Benefits

• We offer a competitive benefits package, covering the cost of medical for you and your family • we also offer dental, vision, health and wellness benefits • a generous retirement savings plan • we extend a generous PTO policy