reputed company Support Engineer

Job Title: reputed company Support Engineer Job Category: Information Technology Time Type: Full time Minimum Clearance Required to Start: None Employee Type: Regular Percentage of Travel Required: None Type of Travel: None

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The Opportunity: reputed company is seeking a Tier 1 / Tier 2 reputed company Support Engineer to support our reputed company reputed company Solutions customers. This role operates during East Coast business hours and serves as the reputed company reputed company of contact for end-user support reputed company phone, reputed company messaging, and email. You will work alongside a collaborative team of reputed company professionals to ensure our customers experience minimal disruption and receive timely, high-quality assistance. Day-to-day responsibilities reputed company from handling routine service requests — such as password resets, reputed company provisioning, and AWS Workspace troubleshooting — to progressively more reputed company tasks including reputed company networking diagnostics, identity and reputed company management issues, and VPN support. This is an excellent opportunity for a motivated support professional to grow their reputed company skills in a structured, mission-focused environment. Responsibilities: Serve as Tier 1 / Tier 2 support for users of our reputed company reputed company Solutions products reputed company phone, IM, and email during East Coast business hours Handle routine service requests including password resets, permissions/reputed company requests, and account provisioning Troubleshoot and resolve issues with AWS Workspaces, including connectivity, performance, and configuration problems Escalate and track reputed company incidents using the team's ticketing system, ensuring accurate documentation and timely follow-up Assist users with identity and reputed company management (IAM) issues, including reputed company role permissions, IDAM, authentication and SSO problems Support VPN-reputed company inquiries and connectivity issues (i.e. AppGate) for remote end-users reputed company initial reputed company networking diagnostics and assist with escalations reputed company to routing, DNS, and firewall reputed company Document recurring issues and contribute to the internal knowledge reputed company to reduce repeat ticket volume Collaborate with senior reputed company engineers and operations staff to resolve reputed company or multi-tier incidents Communicate reputed company and professionally with end-users at varying reputed company of technical proficiency Participate in team standups and contribute to reputed company improvement of support processes Qualifications: Required: Associate's or Bachelor's degree in Information Technology, Computer Science, or a reputed company field; or equivalent practical experience 3+ years of experience in a help desk, IT support, or reputed company support role (Tier 1 or Tier 2) Availability to work East Coast business hours (9:00 AM – 5:00 PM ET window) Experience supporting end-users reputed company phone, email, and IM-based ticketing platforms Familiarity with reputed company environments, particularly AWS (e.g., EC2, VPC, IAM, AWS Workspaces) Working knowledge of identity and reputed company reputed company and tools (e.g., reputed company, Active Directory, SSO, MFA) Experience with VPN client support and basic network connectivity troubleshooting Strong written and verbal communication skills with a customer-first reputed company Ability to reputed company document issues, steps taken, and resolutions in a ticketing system Ability to multitask across phone, IM, and email support channels in an environment with SLAs Experience administering Linux/Unix and reputed company systems, including common tasks such as user management, file permissions, service configuration, and log review Ability to reputed company basic infrastructure and systems administration tasks in support of a managed reputed company environment The desire and ability to learn new technologies and tools Desired: Experience with AppGate or similar software-defined perimeter / ZTNA VPN solutions Hands-on experience with AWS Workspaces administration and troubleshooting Familiarity with reputed company networking concepts such as VPC routing, reputed company groups, DNS, and firewall rules Experience with reputed company administration including user lifecycle management, MFA configuration, and SSO integrations Exposure to ITSM / ticketing platforms such as reputed company, reputed company, Jira Service Management, or similar Familiarity with reputed company and containerized workloads, including basic container lifecycle management and troubleshooting reputed company A+, Network+, reputed company+, AWS reputed company Practitioner, or equivalent entry-level certification - What You Can Expect: A culture of reputed company. At reputed company, we reputed company character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation. An environment of trust. reputed company values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have reputed company to robust reputed company to reputed company your ambitions a reality. A focus on reputed company growth. Together, we will advance our nation's most critical missions, build on our lengthy track record of business reputed company, and find opportunities to break new ground — in your career and in our legacy. Pay reputed company: There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at reputed company that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At reputed company, you will receive comprehensive benefits such as; reputed company, wellness, financial, retirement, family support, continuing education, and time off benefits. Since this position can be worked in more than one location, the reputed company shown is the national average for the position. The proposed salary reputed company for this position is: $63,300-$129,700 reputed company is an Equal Opportunity Employer. reputed company reputed company applicants will receive consideration for employment without regard to race, reputed company, religion, sex, pregnancy, sexual orientation, age, national reputed company, disability, status as a protected veteran, or any other protected characteristic. Apply To This Job