24x7 Operational Support Staff

Que Technology Group; United States; On-site; USD 110,000 - 160,000; Full time

Benefits offered by this job

Medical/Dental/Vision – company paid

Short-term and Long-term disability –

Life Insurance – Company paid

Travel upgrade for long flights &

Job summary

Que Technology Group, Inc. seeks technical staff to provide 24x7 support for an ICAM operations center. Responsibilities include monitoring ICAM systems, resolving access issues, and supporting integration with enterprise services.

Candidates should be able to work independently and communicate complex systems clearly. Required qualifications include a Bachelor's degree in a related field and 7+ years as a System Engineer, with up to 12 years for degree substitution.

Qualifications

• Bachelor's degree in a related engineering/computer science field.
• 7+ years of system engineering experience in similar programs/contracts.
• Up to 12 years experience can substitute for a bachelor's degree.

Responsibilities

• Monitor ICAM systems and provide Tier 1 & Tier 2 support.
• Support customers integrating with Enterprise and ABAC/Entitlements services.
• Assist end-users to resolve access issues and aid development teams with REST services.
• Use JIRA for ticket management; support via email, chat, and phone.
• Analyze and troubleshoot system applications; document technical information.

Skills

Analytical thinking

Fast learner

Independent worker

Customer support

Education

Bachelor's Degree in System Engineering

Tools

JIRA

Redmine

ServiceNow

LDAP

Job description

Que Technology Group, Inc. , is seeking technical staff to provide 24x7 support to an existing Operations Center for a suite of Identity, Credential, and Access Management (ICAM) systems.

Job responsibilities include, but are not limited to:

• Responsible for monitoring ICAM systems and providing Tier 1 & Tier 2 support.
• Supporting customers who are integrating with Enterprise and IC Attribute and Authorization services.
• Support may include assisting end-users to resolve access issues, as well as aiding development teams in understanding and resolving issues with REST Services.
• Use JIRA for ticket management and provide support via email, chat, and phone.
• Must be an analytical thinker who can solve difficult problems independently, and must be a fast learner to understand the technologies and operational environment

Required Qualifications:

• Bachelor's Degree in System Engineering, Computer Science, Information Systems, Engineering Science, Engineering Management, or related discipline.
• Seven (7) years experience as a System Engineer in programs or contracts of similar scope, type and complexity.
• Five (5) years of additional System Engineering experience may be substituted for a bachelors degree for a total of 12 years experience.

Experience with or knowledge of:

• Online and telephone customer support
• Public Key Infrastructure (PKI)
• Attribute Based Access Control (ABAC)
• Entitlements Management
• LDAP directories
• SQL and basic database querying abilities
• RESTful services
• Ticket tracking systems (e.g., JIRA, Redmine, ServiceNow)
• Linux operating systems

Ability to:

• Analyze system applications and perform troubleshooting.
• Understand and communicate complex software systems.
• Modify Confluence pages and write technical documentation to support customers.
• Assist with educating/training customers on software capabilities.
• Assist with understanding and defining customer needs.
• Work independently

Security Clearance:

• TS/SCI clearance with polygraph

BENEFITS:

• Competitive salary
• Company Medical/Dental/Vision plans – Company paid
• Short-term Disability, Long-term disability and Life Insurance – Company paid
• Business/ First Class travel upgrade for 7 hour or longer flights & company card will be provided for expenses
• Vacation / Personal days granted at 25 days per year
• Paid Federal Holidays – 11 days
• $5,000 Annual Professional Development Fund plus 40 paid hours if in class
• 401K with 6% company match; all contributions are immediately vested by Employee
• Employee will be paid a bonus of $10,000 per employee hired based on their referral
• Up to 3 paid Code Red days due to customer closure

Que Technology Group, Inc., is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.