24/7 Technical Support Specialist – OT & MDM Expert
Socket.dev
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Job summary
Socket.dev is seeking a Technical Support Specialist in Ashburn, VA, to support OT operations and the Watchtower MDM deployment for OT assets across connected, offline, and edge environments.
Responsibilities include incident management, ticket triage, and providing professional customer service to government stakeholders. Applicants should have 3+ years in technical support and be eligible for DHS EOD or Suitability.
Qualifications
- Associate's or Bachelor's degree in Information Technology, Computer Science, Cybersecurity, Network Engineering, or related field; equivalent experience may substitute.
- 3+ years in technical or customer-facing IT support roles.
- Troubleshoot software, devices, accounts, connectivity, and configuration issues methodically.
- Experience with Windows and macOS desktops and Android/iOS devices.
- Strong customer service and ability to explain technical concepts clearly.
- Ability to work independently in remote or desk-based settings with cross-team collaboration.
- Experience with ticketing systems (e.g., ServiceNow) and knowledge of SOPs.
Responsibilities
- Provide 24x7x365 frontline and escalated technical support as part of a small team.
- Triage, troubleshoot, document, and close incidents and service requests.
- Monitor queues and update tickets with timely statuses and resolutions.
- Escalate complex issues per procedures and coordinate with teams and stakeholders.
- Document knowledge articles, shift notes, and runbooks for support continuity.
- Support MDM provisioning and deployment for OT assets and devices.
- Communicate clearly with both technical and non-technical users.
Skills
Education
Tools
Job description
Socket.dev is seeking a Technical Support Specialist in Ashburn, VA, to support OT operations and the Watchtower MDM deployment for OT assets across connected, offline, and edge environments.
Responsibilities include incident management, ticket triage, and providing professional customer service to government stakeholders. Applicants should have 3+ years in technical support and be eligible for DHS EOD or Suitability.
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