System Engineer

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

Job summary

Intelligent Waves LLC in Fort Meade, MD is seeking a Systems Engineer to deliver Tier II support for a globally distributed DoD AISR FMV architecture with 24/7 operations. You will support enterprise apps, Linux systems, networking, and virtualization while keeping incident records up to date.

Active DoD Secret clearance with the ability to obtain TS/SCI is required. Training in Mechanicsburg, PA, and a 10-hour shift rotation (Sun-Wed or Wed-Sat) are part of the role.

Qualifications

• 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.
• Proficiency with TCP/IP networking and DNS/DHCP troubleshooting.
• Familiarity with virtualization platforms and IT service management tools.

Responsibilities

• Provide Tier II technical support for enterprise ISR systems worldwide, troubleshooting application, network, Linux, virtualization, and system issues.
• Resolve issues on first contact when possible; escalate complex problems to Tier III with complete documentation.
• Receive and respond to support requests via phone, email, chat, and ITSM ticketing systems; manage tickets to resolution.
• Monitor operational systems and dashboards; coordinate with software, network, and cybersecurity teams to restore service.
• Maintain production-like test environments and update operational documentation and knowledge articles.

Skills

Network troubleshooting

Linux systems

Virtualization

Analytical skills

ITSM documentation

Customer service

Communication

Education

Bachelor’s degree in CS/IS/Engineering

Associate degree with equivalent experience

Tools

VMware

Hyper-V

ServiceNow

Fibre Channel

iSCSI

Job description

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, MDTravel: Initial Training at Mechanicsburg, PA | Minimal travel for future trainingSchedule: 10-hour shift rotation is required - either Sunday to Wednesday, or Wednesday to SaturdayClearance 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.

Responsibilities

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.

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.