Field Support Specialist Information Technology Annapolis Junction, MD

NewGen Technologies; Annapolis (MD); On-site; USD 60,000 - 80,000; Full time

Job summary

NewGen Technologies seeks a Field Support Specialist to deliver on-site Oracle hardware support, including Solaris and Linux environments, at customer sites in the Annapolis, MD area. You will troubleshoot complex hardware and software issues, maintain SLAs, and coordinate with data centers to ensure seamless service delivery.

Ideal candidates bring hands-on experience with Oracle hardware, ZFS storage, Exadata, and legacy Sun systems, plus strong communication and customer service skills.

Qualifications

• Minimum 2 years troubleshooting Oracle/Sun hardware, firmware, and software.
• Experience patching Oracle and Sun system firmware/software.

Responsibilities

• Provide Solaris and Linux OS 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
• 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

Customer service

On-site support

Troubleshooting

Communication

Tools

Oracle hardware

ZFS storage

Sun Microsystems legacy

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