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Technical Support Specialist
2 months ago
OVERVIEW:
Quantum Research International, Inc. (Quantum) is dedicated to providing our national defense and federal civilian and industry clients with a wide range of services and products across several key domains: 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 Test; 7) Program Management; and 8) Audio/Visual Technology Applications. While our corporate headquarters is located in Huntsville, AL, we actively recruit for positions across the nation and internationally. We take pride in delivering exceptional support to the U.S. Government and our Nation's Warfighters.
Mission:
Quantum Research International is seeking a committed Customer Support Engineer to join our Network Operations and Security Center (NOSC). The ideal candidate will be instrumental in ensuring the seamless operation, security, and dependability of our network infrastructure. As the primary point of contact for our clients, you will assist them with technical challenges, troubleshoot network-related issues, and provide outstanding support. You will collaborate with clients to design and develop virtual environments for research, testing, and training purposes, while also educating them about available solution options.
Responsibilities:
- Client Interaction:
- Respond promptly: Address incoming client inquiries via phone, email, or chat in a professional and courteous manner.
- Troubleshoot: Identify and resolve technical issues related to network connectivity, security, and performance.
- Provide solutions: Deliver clear and concise solutions to client problems, ensuring their satisfaction.
- Incident response: Escalate and manage incidents according to established protocols.
- Collaborate: Work closely with network engineers, security analysts, and other teams to resolve issues efficiently.
- Documentation and Reporting:
- Maintain records: Document client interactions, troubleshooting steps, and resolutions.
- Generate reports: Prepare regular reports on network incidents, response times, and client satisfaction.
- Security Compliance:
- Adhere to security policies: Ensure compliance with security protocols and best practices.
- Assist with security investigations: Collaborate with the security team during incidents or breaches.
- Continuous Learning and Improvement:
- Stay updated: Keep informed about industry trends, security threats, and network technologies.
Requirements:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Preferred: 2 years of experience in customer support, ideally in a network or security environment.
- Familiarity with networking concepts (TCP/IP, DNS, DHCP, etc.).
- Basic understanding of security principles (firewalls, IDS/IPS, encryption).
- Certifications (preferred but not required):
- CompTIA Network+, Security +
- Cisco CCNA
- Excellent communication skills: Ability to convey technical concepts to non-technical users.
- Problem-solving: Analytical mindset to troubleshoot and resolve complex issues.
- Client-focused: Empathy and patience when addressing client 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 the essential functions.
