Network Support Technician

About the role

The Network Support Technician serves as a critical technical resource supporting Watchtower Mobile Device Management (MDM) solutions, tactical communications systems, and the Defender Mobile Situational Awareness Tool (DMSAT) program. This position combines customer support, systems administration, deployment operations, and technical training responsibilities in support of Department of Defense customers.

Responsibilities

• Provide Tier I/II technical support for Watchtower customers and end users.
• Troubleshoot hardware, software, network, and mobile device issues across multiple environments.
• Support Android, iOS, Windows, and Linux operating systems.
• Analyze system logs and identify root causes of technical problems.
• Escalate complex issues to engineering teams while maintaining customer ownership and communication.
• Monitor support ticket queues and ensure timely resolution of customer issues.
• Collaborate with Air Force base personnel and government stakeholders to understand site-specific operational requirements.
• Configure, customize, and validate DMSAT systems to meet mission objectives and customer requirements.
• Coordinate and oversee on-site installation and deployment of DMSAT equipment and associated infrastructure.
• Conduct operational testing and validation to ensure system readiness.
• Support sustainment activities and lifecycle management of deployed systems.
• Provide on-site technical support during deployment, operational exercises, and training events.
• Conduct hands-on training sessions for Airmen, operators, administrators, and customer personnel.
• Develop and maintain training materials, user guides, quick-reference guides, and Standard Operating Procedures (SOPs).
• Provide customer onboarding and operational best practices guidance.
• Deliver both remote and in-person technical instruction.
• Aid in the support of tactical communications and mobility solutions for DoD customers.
• Participate in customer site visits, field installations, and operational exercises.
• Ensure compliance with contractual, safety, security, and operational requirements.
• Cook with internal engineering teams, government stakeholders, and customer representatives to ensure mission success.
• Participate in after-hours support activities as required.

Requirements

• Bachelor's Degree (BA/BS) in Information Technology, Computer Science, Cybersecurity, Network Engineering, Electronics, Communications, or related field.
• Minimum of 10 years of experience in Network Engineering, Systems Administration, Technical Support, Tactical Communications, Deployment Operations, or related technical disciplines.
• Minimum of 3 years supporting Department of Defense, Federal Government, or military communications environments.
• Experience supporting enterprise mobile device management (MDM), tactical networking, or situational awareness platforms.
• CompTIA Security+ CE certification or equivalent certification that satisfies DoD 8570/8140 workforce requirements.
• Strong working knowledge of: Windows Server and Desktop Operating Systems, Linux Operating Systems, Android and iOS Mobile Platforms, Mobile Device Management (MDM) Solutions, Active Directory and LDAP Administration, Microsoft Azure Cloud Services, AWS Cloud Services, Virtualization Technologies (Hyper-V, VirtualBox, VMware), Cisco AnyConnect VPN, Cisco ASAv (Adaptive Security Virtual Appliance) VPN technologies and secure remote access solutions, Network encryption technologies, Firewalls, ports, routing, switching, and network protocols, DNS, DHCP, TCP/IP, and network troubleshooting.
• Demonstrated experience with: Docker, Ansible, OpenVPN, Azure Cloud Services, PostgreSQL, Public Key Infrastructure (PKI), Certificate Management, DISA STIGs and cybersecurity compliance requirements.
• Prior experience supporting Air Force systems or defense-related deployment programs.
• Experience with: DMSAT or similar situational awareness platforms, Satellite communications systems, Ground terminal equipment, Docker, Ansible, OpenVPN, Azure Cloud Services, PostgreSQL, Public Key Infrastructure (PKI), Certificate Management, DISA STIGs and cybersecurity compliance requirements.

Qualifications

• U.S. Citizen.
• Must possess at least a Secret Security Clearance upon hire.
• Successfully complete all required background investigations, security screenings, and drug testing requirements.

Skills

• Review and analyze system, application, and network logs.
• Troubleshoot complex hardware, software, and network issues.
• Train technical and non-technical personnel.
• Create technical documentation, SOPs, deployment guides, and training materials.
• Support customer deployments and field operations in dynamic environments.
• Excellent verbal and written communication skills.
• Strong customer service and stakeholder engagement skills.

Benefits

We offer a competitive benefits package, covering the cost of medical for you and your family; we also offer dental, vision, health and wellness benefits and a generous retirement savings plan. We believe that our employees can manage their workload and their personal life, therefore we extend a generous PTO policy.

Pay

$90,000 - $130,000

Schedule

N/A