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Tier 2 On-Call Support Specialist

T-Rex SolutionsFort Meade, MD
On-site Full-time $130K/yr - $170K/yr

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Experience Level

Experience

Qualifications

Education: Bachelor's Degree in System Engineering, Computer Science, Information Systems, Engineering Science, Engineering Management, or a related field. Experience: A minimum of seven (7) years in a System Engineer role within programs or contracts of similar scope, type, and complexity. Security Clearance: Active TS/SCI with FSP.

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

About T-Rex Solutions

At T-Rex Solutions, we are committed to delivering cutting-edge solutions that safeguard our nation's security infrastructure. Our team thrives in a collaborative environment focused on innovation and excellence.

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