System Engineer

Intelligent Waves; Fort Meade (MD); On-site; USD 120,000 - 127,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Paid PTO

Life and disability insurance

Vest from Day 1

Technical training

Tuition bonuses

Job summary

Intelligent Waves is seeking a Systems Engineer to provide Tier II support for a global AISR FMV architecture, with 24/7 worldwide operations.

You will handle incidents, monitor systems, and coordinate with multiple teams to restore service while maintaining accurate records and documentation.

Qualifications

• Bachelor’s degree or an associate’s degree with equivalent experience.
• Minimum of 2 years supporting enterprise IT systems or help desk environments.
• Experience with Linux, Windows production support, and enterprise applications.

Responsibilities

• Provide Tier II support for ISR systems, troubleshoot across application, network, Linux, and virtualization.
• Receive, document, prioritize, and manage tickets in ITSM; update customers and leadership.
• Monitor systems; coordinate with software, network, cybersecurity, and FSR teams to restore service.
• Reproduce issues in test environments and maintain operational documentation.

Skills

TCP/IP networking

Linux systems

Virtualization platforms

Analytical troubleshooting

ITSM / ticketing

Customer service

Security clearance (DoD Secret)

FMV / ISR experience

Kubernetes / containers

Video streaming / FMV tech

Enterprise storage (Fibre Channel / iS

Education

Bachelor’s degree in Computer Science / Information Systems / Engineering

Tools

VMware

Hyper-V

ServiceNow

Job description

Position Overview

The Systems Engineer provides Tier II technical support for a globally distributed Department of Defense (DoD) Airborne Intelligence, Surveillance, and Reconnaissance (AISR) Full Motion Video (FMV) architecture supporting 24/7 worldwide operations.

Serving as a primary technical point of contact for operational support, this role receives and responds to customer requests through phone, email, and enterprise service management tools. Working in a collaborative operations environment, the Systems Engineer supports enterprise applications, networking, Linux systems, virtualization platforms, and mission systems while delivering responsive customer service and maintaining accurate incident records and operational documentation.

Selected applicants must possess an active DoD Secret clearance and have the ability to obtain and maintain a Top Secret/Sensitive Compartmented Information (TS/SCI) clearance.

Location: Fort Meade, MD

Travel: Initial Training at Mechanicsburg, PA | Minimal travel for future training

Schedule: 10-hour shift rotation is required - either Sunday to Wednesday, or Wednesday to Saturday

Clearance Requirement: DoD Secret with the ability to obtain and maintain a TS.

Compensation Range: $120,000–$127,000

Intelligent Waves delivers mission-focused multi-domain operational expertise and innovation to the Government through high-impact technology solutions in cybersecurity, data science, enterprise network & systems engineering, software development, and cognitive human performance.

ANYTIME. ANYWHERE. ANY DOMAIN.

Since 2006, we have proudly served federal agencies including the Department of Defense. Our ability to operate globally in a wide range of environments, coupled with our deep understanding of customer needs and requirements, enables us to provide cost-effective solutions that support some of the nation's most complex and mission‑critical objectives.

Adherence to all customer site protocols is mandatory for employees.

What You Will Do

Technical Support and Troubleshooting

• Provide Tier II technical support for enterprise Intelligence, Surveillance, and Reconnaissance (ISR) systems supporting worldwide operations, troubleshooting application, network, Linux, virtualization, and system issues using established procedures and technical documentation.
• Resolve issues during initial customer engagement whenever possible; elevate complex or unresolved issues to Tier III engineering with complete technical documentation and troubleshooting results.

Customer Support and Incident Management

• Receive and respond to support requests via telephone, email, chat, and enterprise ticketing systems; create, document, prioritize, and manage tickets within the organization’s IT Service Management (ITSM) platform.
• Manage incidents through resolution, provide timely updates to customers, Operations leadership, and engineering teams, and verify customer satisfaction before ticket closure.

System Monitoring and Service Restoration

• Monitor operational systems, alerts, and dashboards to identify and respond to service disruptions.
• Coordinate with software, systems, network, cybersecurity, and Field Service Representative (FSR) teams to restore service.

Testing and Documentation

• Support production-equivalent test environments to reproduce customer issues and validate fixes.
• Maintain operational documentation, knowledge articles, and standard operating procedures.

Required Qualifications

Education and Experience

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related technical field; or an associate’s degree with equivalent experience.
• Minimum of 2 years of experience supporting enterprise IT systems, technical operations, or help desk/service desk environments.
• Experience supporting enterprise applications, web services, or Linux-based environments, including troubleshooting Windows and/or Linux systems in production.

Technical Knowledge and Skills

• Working knowledge of TCP/IP networking, LAN/WAN technologies, DNS, DHCP, and network troubleshooting.
• Working knowledge of Linux operating systems, such as Red Hat Enterprise Linux, CentOS, Ubuntu, or equivalent.
• Familiarity with virtualization platforms, such as VMware, Hyper‑V, or similar technologies.
• Strong analytical and troubleshooting skills, including the ability to isolate hardware, software, and network issues.
• Experience using IT service management (ITSM) or help desk ticketing systems and documenting technical issues clearly and accurately.

Communication and Customer Service

• Excellent verbal and written communication skills and a strong customer service orientation.
• Ability to work effectively under pressure in a mission‑critical environment.

Security Clearance

• DoD Secret with the ability to obtain and maintain a TS.

Preferred Qualifications

Mission and Operational Experience

• Experience supporting DoD or intelligence community environments, including prior military or DoD contractor experience.
• Experience supporting Intelligence, Surveillance, and Reconnaissance (ISR), Full Motion Video (FMV), or enterprise mission systems.
• Experience supporting 24/7 operational environments.

Technical Knowledge and Skills

• Familiarity with video streaming technologies and FMV systems.
• Experience with Kubernetes or containerized environments.
• Experience supporting enterprise storage technologies, including Fibre Channel and iSCSI.
• Experience with ServiceNow or other enterprise IT service management (ITSM) platforms.

Security and Compliance

• Familiarity with the Risk Management Framework (RMF), DISA Security Technical Implementation Guides (STIGs), and Information Assurance requirements.

Certifications

• Security+, Linux+, Network+, CCNA, or an equivalent industry certification.

Benefits

Intelligent Waves offers a generous benefits package including medical, dental, vision, paid PTO, life and disability insurance. We invest in our employees’ futures by contributing with vesting starting from DAY 1, technical training, tuition bonuses, and much more.

Clearance Statement

Applicants selected for this position will be subject to a government security investigation and must meet eligibility requirements for access to classified information. Only U.S. citizens are eligible for a security clearance. For this position, Intelligent Waves will consider only applicants with current security clearances or those eligible to obtain one.

Equal Employment Opportunity

Intelligent Waves is an equal opportunity employer. We are committed to providing equal opportunity to all applicants and employees in full compliance with all applicable state and federal laws prohibiting discrimination based on race, color, age, sex, religion, national origin, disability, military and/or veteran status, or any other class protected by applicable state or federal law.
As an affirmative Action and Equal Opportunity Employer, Intelligent Waves is committed to the full inclusion of all qualified candidates and employees. If you need reasonable accommodations for any part of the application or interview process, or to perform essential job functions, please contact [e-mail].

A Veteran-Friendly Organization

#IW
#CJ

Education and Experience

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related technical field; or an associate’s degree with equivalent experience.
• Minimum of 2 years of experience supporting enterprise IT systems, technical operations, or help desk/service desk environments.
• Experience supporting enterprise applications, web services, or Linux-based environments, including troubleshooting Windows and/or Linux systems in production.

Technical Knowledge and Skills

• Working knowledge of TCP/IP networking, LAN/WAN technologies, DNS, DHCP, and network troubleshooting.
• Working knowledge of Linux operating systems, such as Red Hat Enterprise Linux, CentOS, Ubuntu, or equivalent.
• Familiarity with virtualization platforms, such as VMware, Hyper‑V, or similar technologies.
• Strong analytical and troubleshooting skills, including the ability to isolate hardware, software, and network issues.
• Experience using IT service management (ITSM) or help desk ticketing systems and documenting technical issues clearly and accurately.

Communication and Customer Service

• Excellent verbal and written communication skills and a strong customer service orientation.
• Ability to work effectively under pressure in a mission‑critical environment.

Security Clearance

• DoD Secret with the ability to obtain and maintain a TS.

Preferred Qualifications

Mission and Operational Experience

• Experience supporting DoD or intelligence community environments, including prior military or DoD contractor experience.
• Experience supporting Intelligence, Surveillance, and Reconnaissance (ISR), Full Motion Video (FMV), or enterprise mission systems.
• Experience supporting 24/7 operational environments.

Technical Knowledge and Skills

• Familiarity with video streaming technologies and FMV systems.
• Experience with Kubernetes or containerized environments.
• Experience supporting enterprise storage technologies, including Fibre Channel and iSCSI.
• Experience with ServiceNow or other enterprise IT service management (ITSM) platforms.

Security and Compliance

• Familiarity with the Risk Management Framework (RMF), DISA Security Technical Implementation Guides (STIGs), and Information Assurance requirements.

Certifications

• Security+, Linux+, Network+, CCNA, or an equivalent industry certification.

Technical Support and Troubleshooting

• Provide Tier II technical support for enterprise Intelligence, Surveillance, and Reconnaissance (ISR) systems supporting worldwide operations, troubleshooting application, network, Linux, virtualization, and system issues using established procedures and technical documentation.
• Resolve issues during initial customer engagement whenever possible; elevate complex or unresolved issues to Tier III engineering with complete technical documentation and troubleshooting results.

Customer Support and Incident Management

• Receive and respond to support requests via telephone, email, chat, and enterprise ticketing systems; create, document, prioritize, and manage tickets within the organization’s IT Service Management (ITSM) platform.
• Manage incidents through resolution, provide timely updates to customers, Operations leadership, and engineering teams, and verify customer satisfaction before ticket closure.

System Monitoring and Service Restoration

• Monitor operational systems, alerts, and dashboards to identify and respond to service disruptions.
• Coordinate with software, systems, network, cybersecurity, and Field Service Representative (FSR) teams to restore service.

Testing and Documentation

• Support production-equivalent test environments to reproduce customer issues and validate fixes.
• Maintain operational documentation, knowledge articles, and standard operating procedures.