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), Cisco ASA, Cisco ASAv, Cisco ASA, Cisco ASAv, Cisco ASA, Cisco ASAv, Cisco ASA, Cisco ASAv, Cisco ASA, Cisco ASAv, Cisco ASA, Cisco ASAv, Cisco ASA, Cisco ASAv, Cisco ASA, Cisco ASAv, Cisco ASA, Cisco ASAv, Cisco ASA, Cisco ASAv, Cisco ASA, Cisco ASAv, Cisco ASA, Cisco ASAv, Cisco ASA, Cisco ASAv, Cisco ASA, Cisco ASAv, Cisco ASA, Cisco ASAv, Cisco ASA, Cisco ASAv, Cisco ASA, Cisco ASAv, Cisco ASA, Cisco ASAv, Cisco ASA, Cisco ASAv, Cisco ASA, Cisco ASAv, Cisco ASA, Cisco ASAv, Cisco ASA, Cisco ASAv, Cisco ASA, Cisco ASAv, Cisco ASA, Cisco ASAv, Cisco ASA, Cisco ASAv, Cisco ASA, Cisco ASAv, 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