BigFix Engineer: Enterprise IT & Incident Resolution

Jobtailor; Herndon (VA); On-site; USD 110,000 - 150,000; Full time

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

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.