Site Support Engineer – Senior

ReliaSource, Inc.; South Burlington (VT); On-site; USD 95,000 - 125,000; Full time

Job summary

ReliaSource, Inc. is seeking a Senior Site Support Engineer to provide advanced IT field support at designated TSA airports and facilities.

The role involves acting as the primary technical resource, resolving complex incidents, and coordinating with regional engineering teams to maintain operational continuity. The Senior Engineer will lead equipment refreshes, IMAC activities, maintain site documentation, and ensure TSA suitability and access credentials are kept current.

Qualifications

• Substantial experience providing enterprise IT field support or infrastructure support.
• Ability to independently resolve complex technical incidents.
• Strong knowledge of enterprise computing environments, peripherals, networking, and physical IT infrastructure.
• Experience coordinating technical activities with remote engineering teams and customer stakeholders.
• Strong troubleshooting, communication, documentation, and organizational skills.
• Ability to serve as the primary technical resource at an assigned customer location.
• Ability to obtain TSA suitability and facility access credentials.
• Federal IT support experience, TSA/DHS environments, major airport operations, ServiceNow, and mission-sensitive technical support.

Responsibilities

• Provide advanced troubleshooting and resolution of complex endpoint, peripheral, connectivity, and infrastructure issues.
• Serve as the primary technical resource for assigned TSA locations, maintaining detailed knowledge of local infrastructure and operating requirements.
• Provide priority technical support to TSA leadership, Federal Security Directors, law-enforcement personnel, and other designated users.
• Coordinate incident resolution with the SPOC, regional management, engineering teams, and other service providers.
• Lead or coordinate equipment refreshes, infrastructure maintenance, IMAC activities, and other field projects.
• Maintain site documentation, technical procedures, equipment records, and knowledge-transfer materials.
• Provide technical guidance and backup support to other field engineers.
• Prioritize competing service requests, maintenance activities, and project requirements.
• Support major incidents, service restoration, and continuity activities.
• Maintain required TSA suitability, facility access, and airport security credentials

Skills

Enterprise IT support

Independent incident resolution

Troubleshooting

Communication

Documentation

Organizational skills

Field coordination

Customer coordination

Tools

ServiceNow

Job description

Site Support Engineer – Senior

ReliaSource is seeking Senior Site Support Engineers to provide advanced technical support and serve as primary IT resources at designated TSA airports and facilities. Senior Engineers perform the responsibilities of a Site Support Engineer while independently resolving complex incidents, supporting priority users, coordinating site-level technical activities, and maintaining operational continuity. Assignments may include dedicated resident support, regional technical leadership, or support at designated international TSA locations.

• Provide advanced troubleshooting and resolution of complex endpoint, peripheral, connectivity, and infrastructure issues.
• Serve as the primary technical resource for assigned TSA locations, maintaining detailed knowledge of local infrastructure and operating requirements.
• Provide priority technical support to TSA leadership, Federal Security Directors, law-enforcement personnel, and other designated users.
• Coordinate incident resolution with the SPOC, regional management, engineering teams, and other service providers.
• Lead or coordinate equipment refreshes, infrastructure maintenance, IMAC activities, and other field projects.
• Maintain site documentation, technical procedures, equipment records, and knowledge-transfer materials.
• Provide technical guidance and backup support to other field engineers.
• Prioritize competing service requests, maintenance activities, and project requirements.
• Support major incidents, service restoration, and continuity activities.
• Maintain required TSA suitability, facility access, and airport security credentials

Qualifications:

• Substantial experience providing enterprise IT field support, desktop support, or infrastructure support.
• Demonstrated ability to independently resolve complex technical incidents.
• Strong knowledge of enterprise computing environments, peripherals, networking, and physical IT infrastructure.
• Experience coordinating technical activities with remote engineering teams and customer stakeholders.
• Strong troubleshooting, communication, documentation, and organizational skills.
• Ability to serve as the primary technical resource at an assigned customer location.
• Ability to obtain required TSA suitability and facility access credentials.
• Federal IT support experience, TSA/DHS environments, major airport operations, ServiceNow, and mission-sensitive technical support.