Problem Support Manager

MicroTech; Orlando (FL); On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Paid leave

401k plan with employer matching

Tuition assistance

Corporate discounts

Job summary

MicroTech in Orlando, FL seeks a Problem Support Manager to lead the lifecycle of network infrastructure problems for Customs and Border Protection (CBP). You will manage incidents, develop workarounds, and communicate with stakeholders effectively.

The ideal candidate will have 6+ years of senior-level experience in networking and a Bachelor's in a related field. Excellent benefits, including insurance, paid leave, and a 401k plan with employer matching, are offered.

Qualifications

• 6+ years of experience administering enterprise infrastructures in complex environments.
• Working knowledge of monitoring systems for networks and applications.
• Proficient in managing projects and teams.

Responsibilities

• Manage the lifecycle of network infrastructure problems.
• Develop and implement solutions for known errors.
• Communicate with CBP management about issues.

Skills

Relevant certifications (ITIL v3, CCNA, CCNP, CompTIA)

Senior level networking experience

Project management proficiency

Leadership abilities

Education

Bachelor’s degree in related technical field

Tools

Networking devices (routers, switches, firewalls)

Job description

Overview

MicroTech is currently seeking a Problem Support Manager to support the Customs and Border Protection (CBP) in Orlando, FL. This position is contingent upon award, one that will offer you the opportunity to be part of a cohesive and dynamic team providing mission critical support.

Responsibilities

Responsible for managing the lifecycle of all network infrastructure problems. Responsible for making temporary solutions (workarounds) available to incident management and for managing the development of final solutions for known errors. Responsible for performing trend analysis of incidents to prevent future incidents from happening. Responsible for problem identification, recording, investigation and diagnosis. Responsible for communicating with the CBP Problem Manager and other GSs for all problems. Will act at the contract Point of Contract (POC) for all Problem oversight and coordination. Responsible for the effective implementation of the CBP Problem Management process and for ensuring that problems are managed and reported in accordance with the CBP Problem Management process. Responsible for ensuring that all problems are properly resolved and closed. Responsible for providing recommendations to the CBP Problem Manager for the on‑going improvement of the Problem Management Process.

Qualifications

• Relevant certifications such as ITIL v3, CCNA, CCNP, CompTIA
• Bachelor’s degree in related technical field such as Management Information Systems, Computer Science, Engineering, IT, Networking and Telecommunications.
• A minimum of six (6) Plus years of senior level networking experience administering enterprise infrastructures in large complex enterprises.
• Working knowledge of networking concepts, infrastructure, and equipment (e.g. routers, switches, firewalls, and load balancers).
• Experience implementing and administering an enterprise-wide monitoring system for servers, networking devices, and applications.
• Showcase leadership abilities by managing projects and teams.
• Be proficient in project management and have knowledge of security and compliance issues.

Benefits

We offer great pay, amazing benefits, and our company culture is strong.

• Insurance (medical, dental vision)
• Paid Leave (15 days per year for those with less than three years of service, 20 days off for those with more than three years of service)
• 401k Plan with Employer Matching Contribution
• 11 Company-Paid Holidays
• Tuition Assistance
• Voluntary Benefit Programs
• Corporate Discounts

MicroTech is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected classes.