OCONUS Tier 3 Support Lead (location is Camp Humphrey's, Korea)

NCI; Guildford; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading technology firm in the United Kingdom seeks an experienced Tier 3 Support Lead to oversee C4I operations and maintain Cisco systems. You will manage a team, ensuring top performance and reliability of network services while collaborating with cybersecurity and system administration. A degree in information technology, senior-level certifications, and significant experience in network environments are required. This role may require on-call availability and involves working in high-security facilities.

Qualifications

• Ten or more years in the field or related area.
• Experience managing routers, switches, and cryptographic equipment.
• CCNA, ITIL V3, Network+ certifications.
• SECRET Clearance.

Responsibilities

• Lead a team of network engineers in operations and maintenance.
• Ensure high availability and reliability of network services.
• Provide expert troubleshooting for desktop, server, and network issues.
• Document service delivery procedures and maintain compliance reports.

Skills

Tier 3 support

Cisco Digital Network Architecture

Network troubleshooting

Team leadership

Education

BA/BS in information technology or related discipline

Tools

Cisco Call Manager

Cisco Unified Communications Manager

Job description

Overview

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform® provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit www.Empower.ai.

Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company’s commitment to hiring and supporting active-duty and veteran employees.

Responsibilities

Key Responsibilities: Work location is Camp Humphreys, Korea.

• Responsible for testing, installing, and maintaining C4I operations and maintenance (O&M) systems to include Cisco Digital Network Architecture (NDA), Cisco Call Manager (CCM), and Cisco Unified Communications Manager (CUCM).
• Responsble for leading a team of network engineers.
• Responsible for providing expert Tier-3 desktop, server and network troubleshooting service, security incident response, and infrastructure advanced technical support.
• Responsible for documenting service delivery procedures in a Tier 3 Support Standard Operation Procedure (SOP).
• Ensure high availability and reliability of critical network services and implement contingency and disaster recovery strategies as needed.
• Collaborate with system administrators, cybersecurity personnel, and unified communications teams to support cross-functional IT operations.
• Develop and maintain documentation, configuration baselines, network diagrams, and security compliance reports.
• Supervise and mentor junior network engineers and provide hands‑on technical leadership.
• Monitor and respond to network performance, intrusion detection, and system health alerts.

Qualifications

Required Qualifications:

• Demonstrated capability as a Tier 3 support lead responsible for O&M of a WAN infrastructure.
• Experience with Cisco Digital Network Architecture (NDA), Cisco Call Manager (CCM), and Cisco Unified Communications Manager (CUCM).
• Experience managing/maintaining routers, switches, and cryptographic equipment.
• Shall possess:1) Ten (10) or more years in the field or related area2) Education: BA/BS in information technology or related discipline3) Certifications: CCNA, ITIL V3, Network+4) SECRET Clearance

Preferred Qualifications:

• Experience in Department of Defense (DoD) network environments.
• Familiarity with DISA or Army network standards and compliance protocols.
• Experience with enterprise‑grade network monitoring and management tools.
• ITIL Foundation or higher certification.
• Leadership experience managing teams across multiple IT domains

Work Environment

• Primarily on‑site in a secure facility, may require on‑call availability and after‑hours work during outages or upgrades.
• Occasional travel to remote locations or data centers may be required.
• May involve working after hours or on‑call to support mission‑critical operations.
• Must be able to work in a high‑security environment and comply with all relevant security protocols.

About Empower AI

All hiring and promotion decisions at Empower AI are based on merit to bring the best talent available to contribute to our firm’s overall success. It is the policy of Empower AI not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national origin, race, religion, or veteran status. Empower AI is a VEVRAA Federal Contractor.