BigFix Engineer

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Herndon (VA)

On-site

USD 110,000 - 150,000

Full time

9 days ago

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Job summary

Four Inc. is seeking an experienced Solutions Engineer to act as a technical escalation resource for complex customer issues, from escalation through resolution.

You will diagnose and resolve hardware, software, and infrastructure problems, perform root cause analysis, and develop sustainable fixes. The role requires TS clearance, hands-on BigFix experience, and the ability to travel for customer on-site support.

Qualifications

Bachelor’s degree or equivalent in a technical field.
5+ years in systems/infrastructure support or solutions engineering.
3+ years of hands-on HCL BigFix experience.
TS clearance required; ability to obtain TS/SCI with polygraph credentials.
Strong knowledge of enterprise IT infrastructure and diagnostic workflows.
Experience with complex, multi-team collaboration and customer service.
Familiarity with Ansible, ServiceNow, Tableau, and related tools.
Willingness to travel to customer locations and provide after-hours support.

Responsibilities

Serve as a technical escalation resource for complex, high-impact issues from escalation through resolution.
Diagnose and resolve advanced hardware, software, infrastructure, integration, and performance issues using logs and data.
Perform root cause analysis and develop sustainable fixes.
Develop and implement technical fixes, workarounds, and remediation plans.
Collaborate with engineering, architecture, support, product, vendor, and customer teams.
Support major incidents and after-hours/on-call events.

Skills

HCL BigFix Experience

Root Cause Analysis

Technical Support

Enterprise IT Infrastructure

Communication Skills

Customer Service Skills

Troubleshooting

Education

Bachelor’s degree in Computer Science or related field

Tools

Ansible

ServiceNow

Splunk

Tableau

Microsoft Office

CRM Systems

Collaboration Platforms

Job description

Responsibilities

Serve as a technical escalation resource for complex, high-impact customer issues from escalation through resolution
Diagnose and resolve advanced hardware, software, infrastructure, integration, and performance issues using logs and diagnostic data
Perform root cause analysis, reproduce issues in test environments, and develop sustainable solutions
Develop, test, and implement technical fixes, workarounds, configuration changes, upgrades, and remediation plans
Collaborate with engineering, architecture, support, product, vendor, and customer teams
Support major incidents and business-critical events, including incident response, service recovery, and after-hours/on-call support
Provide technical guidance and maintain documentation of troubleshooting activities, resolutions, known issues, lessons learned, and improvements
Conduct proactive health checks and technical assessments
Plan and support deployment of HCL BigFix infrastructure, including instances, agents, relays, and purchased modules
Develop prerequisite documentation for hardware, software, network, and configuration changes
Monitor, analyze, and optimize BigFix infrastructure and application performance, availability, and configuration, including SQL databases
Provide advanced troubleshooting and remediation for BigFix performance, configuration, and infrastructure issues
Conduct system health assessments and remediate findings from HCL annual health checks
Improve operational and maintenance processes, including disaster recovery, certificate renewals, and replication
Plan and execute BigFix integrations with ServiceNow, Splunk, and Qualys
Provide technical guidance, enablement, and knowledge transfer to customer and internal teams
Travel to customer locations and provide after-hours support when required
Represent Four Inc. professionally and uphold company values

Requirements

Bachelor’s degree in Computer Science, Information Technology, Engineering, Cybersecurity, or a related technical field, or equivalent combination of education and relevant experience
5+ years of relevant systems, infrastructure, technical support, or solutions engineering experience
3+ years of hands-on BigFix experience
TS clearance required
Ability to obtain TS/SCI clearance with polygraph and required customer-specific access credentials
Strong knowledge of enterprise IT infrastructure
Experience troubleshooting complex technical issues, performing root cause analysis, and developing permanent solutions
Strong analytical, problem-solving, organizational, communication, and customer-service skills
Ability to manage complex issues independently and communicate effectively with technical and non-technical audiences
Experience with enterprise technology vendors, customer environments, and/or highly regulated environments preferred
Experience with Ansible, ServiceNow, Tableau, Microsoft Office, collaboration platforms, CRM systems, or similar technologies
Relevant technical certifications and experience supporting major enterprise technology manufacturers preferred
Willingness to travel to customer locations and provide after-hours support as required
Ability to sit or stand for extended periods
Occasional ability to lift or carry equipment, boxes, or documents, typically under 40 lbs

Demonstrates expertise in diagnosing and resolving complex technical issues, particularly with HCL BigFix, while providing technical guidance and support in high-impact environments. Proficient in root cause analysis, system health assessments, and optimizing enterprise IT infrastructure.

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