Field Support Specialist

NewGen Technologies; Annapolis (MD); On-site; USD 65,000 - 95,000; Full time

Job summary

NewGen Technologies seeks a skilled Field Support Specialist to join our Partner's team. The ideal candidate will provide hands-on Solaris and Linux Oracle hardware support, including ZFS storage, Exadata, and Oracle Database Appliances, and experience with legacy Sun Microsystems hardware.

This role requires TS/SCI FSP clearance, on-site service desk coverage, travel to customer sites, and strong customer service skills while resolving hardware and software issues.

Qualifications

• Must hold TS/SCI FSP clearance.
• At least 2 years of hands-on troubleshooting Oracle and Sun Systems hardware, firmware, and software.
• Experience with firmware and software patching of Oracle and Sun Microsystems systems.

Responsibilities

• Provide Solaris and Linux Oracle hardware support, including ZFS storage, Exadata, and Oracle Database Appliances.
• Provide on-site service desk coverage.
• Assist customers with hardware and software issues via e-mail, phone, or Instant Messaging.
• Maintain on-site ticketing queue for hardware and software requests.
• Travel to customer sites to implement hardware equipment fixes (drive replacements, latency issues, power failures, connectivity).
• Maintain high level of communication with customers before and during call progression.
• Set and meet delivery target dates to comply with contract SLAs.
• Escalate customer issues/concerns to leadership as needed.
• Coordinate with data center staff in remote locations to organize access for additional support.
• Create break/fix and work order requests for access to local and remote locations.
• Maintain on-site spares inventory for local use.
• Follow government security policies.
• Conduct weekly checks with customers on any unspecified issues they may be experiencing with supported hardware or software.

Skills

Oracle hardware troubleshooting

Sun Systems hardware

Linux/ Solaris support

Customer service

Job description

We are seeking a skilled and detail-oriented Field Support Specialist to join our Partner's team. The ideal candidate will have strong experience with providing hands‑on support for Oracle hardware with Solaris and Linux Operating Systems.

Responsibilities

• Provide Solaris and Linux Operating Systems Oracle hardware support, including ZFS storage, Exadata, and Oracle Database Appliances and experience with legacy Sun Microsystems hardware
• Provide on-site service desk coverage
• Provide outstanding customer service while assisting customers with hardware and software issues via e-mail, phone, or Instant Messaging
• Maintain on-site ticketing queue for hardware and software requests
• Travel to customer site to Implement hardware equipment fixes (replace drives, latency issues, power failures, connectivity, etc.)
• Maintain high level of ongoing communication with customer before and during call progression
• Set and meet delivery target dates to comply with contract support SLAs
• Escalate customer issues/concerns to leadership as needed
• Coordinate with data center staff in remote locations to organize access for additional support
• Createbreak/fix and work order requests for access to local and remote locations
• Maintain on-site spares inventory for local use
• Follow government security policies
• Conduct weekly checks with customers on any unspecified issues they may be experiencing with supported hardware or software

Requirements

• TS/SCI FSP Clearance
• Minimum of 2 years of expertise/in-depth experience troubleshooting of Oracle and Sun Systems hardware, firmware, and software problems
• Experience with firmware and software patching of systems from Oracle and Sun Microsystems

About Us

For more than 20 years, NewGen Technologies has solved our clients’ toughest IT challenges with integrity, security, and outstanding service by delivering both technology and talent. We have helped secure borders, have used artificial intelligence (AI) to fight terror, aided the identification of criminals, and have helped to prevent crime through the introduction of biometrics. Our team of Highly Cleared Specialists have hard‑to‑find skills and expertise in a wide spectrum of technologies to provide solutions that transform business processes and solve problems of national significance. #CJ