About the job
Join T-Rex Solutions, where your contributions will support critical national security infrastructure. We are actively seeking a fully cleared Tier 2 On-Call Support Specialist to become a vital part of our innovative team in the Fort Meade, MD area.
Key Responsibilities:
Provide round-the-clock support for our Operations Center, specifically focused on Identity, Credential, and Access Management (ICAM) systems. Your role will involve monitoring these systems and delivering Tier 1 and Tier 2 support. You'll assist customers integrating with Enterprise and IC Attribute and Authorization services, help resolve access issues for end-users, and support development teams in troubleshooting REST Services. Proficiency in JIRA for ticket management is essential, along with providing assistance via email, chat, and phone. We seek an analytical and independent problem-solver who can quickly grasp complex technologies and operational environments.
Required Knowledge:
- Customer support experience via online and telephone channels
- Understanding of Public Key Infrastructure (PKI)
- Familiarity with Attribute Based Access Control (ABAC)
- Experience in Entitlements Management
- Knowledge of LDAP directories
- Basic SQL and database querying skills
- Experience with RESTful services
- Familiarity with ticket tracking systems like JIRA, Redmine, or ServiceNow
- Proficiency in Linux operating systems
Skills and Abilities:
- Analyze and troubleshoot system applications effectively
- Effectively communicate complex software systems
- Modify Confluence pages and create technical documentation for customer support
- Educate and train customers on software capabilities
- Understand and define customer needs
- Work independently and efficiently
