Customer Support Engineer

Dice is the leading career destination for tech experts at every stage of their careers. Our client, Real Soft, Inc / Diversity Direct, is seeking the following. Apply via Dice today!

Client is looking for a Customer Support Engineer to support a critical mission out of Chantilly, VA. This position offers a flexible 12-hour, rotating shift schedule at the Chantilly, VA location.

Primary Responsibilities:

• Respond to system anomalies and independently make configuration updates to ensure 99.999% system availability requirements.
• Analyze Linux log data to effectively administer and maintain Oracle Identity and Access Management stack.
• Monitor system performance and take corrective actions as required
• Investigate and resolve user application access issues.
• Resolve name change issues by updating system directory/LDAP (OUD) with appropriate attribute changes from customer database.
• Document incidents, workaround, root cause analysis, and corrective actions
• Perform system checkouts and testing of system upgrades and patches in the operational environments
• Coordinate with enterprise partners on system outages and make decisions on system failover to different availability zones or data centers.
• Independently represent the program in supporting consumer or mission partner maintenance activities
• Coordinate communications with End Users, Tier 1, Tier 3, Management, mission partners, and Government Leadership
• Review and report meaningful metrics
• Produce written guides and operational procedures on how to utilize specific software tools to include custom Linux scripts and tailored COTS products.
  
  

• BS and 4-8 years of prior relevant experience or additional years of relevant experience may be considered in lieu of degree
• Top Secret security clearance
• Experience with the operations of IT help desk (all tiers)
• Strong Linux/UNIX command line experience
• Strong communication skills, both verbal and written. Comfortable discussing technical information with users and other support personnel
• Ability to quickly learn new software and IT concepts
• Strong problem solving and decision making skills
• Ability to work autonomously as well as an integral member of a team
• Ability and willingness to work the schedule, overnight Panama shift schedule (6p - 6a) to include weekends.
  
  

• Active Top Secret clearance upon hire and ability and eligibility to obtain Top Secret SCI.