Technical Support Specialist

1 week ago

Huntsville, Alabama, United States Quantum Research International Full time

OVERVIEW:

Quantum Research International, Inc. (Quantum) is dedicated to delivering exceptional services and products to our national defense and federal civilian customers across various domains, including: 1) Cybersecurity and Information Operations; 2) Space Operations and Control; 3) Aviation Systems; 4) Ground, Air and Missile Defense, and Fires Support Systems; 5) Intelligence Programs Support; 6) Experimentation and Testing; 7) Program Management; and 8) Audio/Visual Technology Applications. Our commitment to quality support for the U.S. Government and our Nation's Warfighters is paramount.

Mission:

We are in search of a skilled Customer Support Engineer to join our Network Operations and Security Center (NOSC). The ideal candidate will be instrumental in maintaining the efficiency, security, and dependability of our network infrastructure. You will serve as the primary contact for our clients, assisting them with technical challenges, troubleshooting network issues, and delivering outstanding support. Additionally, you will collaborate with clients to design and develop virtual environments for research, testing, and training purposes, while educating them on available solution options.

Key Responsibilities:

  • Client Interaction:
  • Respond to inquiries: Address incoming customer requests via phone, email, or chat in a professional and courteous manner.
  • Troubleshoot issues: Identify and resolve technical problems related to network connectivity, security, and performance.
  • Provide solutions: Deliver clear and concise resolutions to customer challenges, ensuring their satisfaction.
  • Incident management: Escalate and manage incidents following established protocols.
  • Collaboration: Work closely with network engineers, security analysts, and other teams to ensure prompt issue resolution.
  • Documentation and Reporting:
  • Maintain records: Document customer interactions, troubleshooting processes, and solutions provided.
  • Generate reports: Create regular reports on network incidents, response times, and customer satisfaction metrics.
  • Security Compliance:
  • Adhere to policies: Ensure compliance with security protocols and best practices.
  • Assist with investigations: Collaborate with the security team during incidents or breaches.
  • Continuous Learning and Improvement:
  • Stay informed: Keep up-to-date with industry trends, security threats, and network technologies.

Qualifications:

  • Bachelor's degree in Computer Science, Information Technology, or a related discipline.
  • Preferred: 2 years of experience in customer support, ideally within a network or security context.
  • Familiarity with networking concepts (TCP/IP, DNS, DHCP, etc.).
  • Basic understanding of security principles (firewalls, IDS/IPS, encryption).
  • Certifications (preferred but not mandatory):
    • CompTIA Network+, Security +
    • Cisco CCNA
  • Excellent communication skills: Ability to convey technical concepts to non-technical users.
  • Problem-solving abilities: Analytical mindset to troubleshoot and resolve complex issues.
  • Customer-oriented: Empathy and patience when addressing customer inquiries.
  • Team player: Collaborate effectively with colleagues across various teams.
  • Adaptability: Thrive in a dynamic and fast-paced environment.

Equal Opportunity Employer/Affirmative Action Employer M/F/D/V:

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity, or any other characteristic protected by law. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

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