Job Description
Apriva is seeking a Network Operations Engineer to support a large enterprise IT contract for the DOD. This role requires an individual that is technical, customer oriented and familiar with using desktop software applications such as web browsing and client software, and IT Service Management software. This individual should be detail oriented to capture customer inquiries appropriately. Role requires excellent oral and written communication skills. This role is responsible for interacting with customers to handle service inquiries and problems.
Duties include examining highly complex customer problems and suggesting/implementing appropriate corrective actions, troubleshoot in Windows and UNIX desktop operating systems (thick or virtualized clients), desktop applications, user profiles, and general system problems. Individuals in this role may be required to remotely log into the users' endpoint (desktops and/or servers) to perform technical software configuration, rebooting, and other remedial actions.
Primary Responsibilities
- Responsible for the maintenance, configuration, and reliable operation of computer systems, network servers, and virtualization
- Install and upgrade computer components and software, manage virtual servers, and integrate automation processes
- Troubleshoot hardware and software errors by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing impact of issues and escalating application problems to vendor, as necessary
- Maintain essential IT infrastructure, including operating systems, security tools, applications, servers, email systems, laptops, desktops, software, and hardware
- Perform server administration tasks (ex: user/group, security permissions, group policies); research event-log warnings and errors; and monitor resources to ensure that systems architecture components work together seamlessly
- Monitor device health using existing management tools, and respond to hardware issues as they arise; help build, test, and maintain new servers when needed
- Maintain internal infrastructure requirements, including laptop and desktop computers, servers, routers, switches, firewalls, phones, security updates; support internet, intranet, LANs, WANs, and network segments
- Assist with troubleshooting to identify root cause, and provide technical support when needed
- Perform routine and scheduled audits of all systems, including backups
- Implements Windows based security, including but not limited to: user / group permissions, file / folder permissions, group policies, local security policies, etc.
- Provides technical support for new system validations and change management efforts
- Install and configure local area networks (LANs), wide area networks (WANs), and network segments and servers, such as file servers, VPN gateways, and intrusion detection systems.
- Manage user accounts, credentials, permissions, access rights, storage allocations, and active directory administration.
- Interacting with customers and senior managers, globally to handle service inquiries and problems.
- Coordinate with customers and stakeholders to collect data, conduct analysis, develop, and implement solutions associated with incident tickets and requirements.
- Provide follow-up reports (technical findings, feedback, resolution steps taken) for root cause analysis, engineering technical assessment and process improvement initiatives.
- Mentor junior team members.
- Update operations and maintenance documentation for 24/7/365 personnel.
- Support operations across multiple geographic locations.
- Provide follow-up reports (technical findings, feedback, resolution steps taken) for Root Cause analysis, engineering technical assessment and process improvement initiatives.
Basic Qualifications
- The candidate must have a BS and 4 – 8 years of prior relevant experience or Master with 2 – 6 years of prior relevant experience.
- Candidate must, at a minimum, meet DoD 8570.11- IAT Level II certification requirements (currently Security+ CE, CCNA-Security, GSEC, or SSCP)
- Strong knowledge of systems and networking software, hardware, and networking protocols
- Working knowledge of virtualization, VMWare, or equivalent
- Expert knowledge of security, storage, data protection, and disaster recovery protocols
- Experience with or knowledge of programming languages and operating systems, current equipment and technologies, enterprise backup and recovery procedures, systems performance-monitoring tools, active directories, virtualization, HTTP traffic, content delivery, and caching
- Excellent customer service skills complimented by an ability to listen to and interpret client requests.
- Experience in multiple OS platforms with strong emphasis on Linux (CentOS, Red Hat, Ubuntu), Mac OS X and Windows systems
- In-depth knowledge of the TCP / IP protocol suite, security architecture, securing and hardening Operating Systems, Networks, Databases and Applications.
- Experience with Tier 2 system administration
- Experience with Scripting/Automation
- Experience with server patch management methodologies
- Strong oral and written communications skills
- Track record of working effectively within a team, and support to peers toward improved processes and results
- Experience with support ticket management systems
Clearance
- US Citizenship is required.
- An active Secret clearance is required for this position.
