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Sirius Computer Solutions Support Engineer ( Secret clearance required) in Crofton, Maryland



Position Summary:

Sirius Federal, LLC, a subsidiary of Sirius Computer Solutions, Inc., is looking for a Support Engineer , with a current Secret security clearance, to work in the MD, DC, VA area (remote work with travel to client sites).

The Support Engineer will become a member of the Sirius Federal SupportPlus Service Desk team providing customer support and assisting in resolving issues associated regarding their Cisco products. The Support Engineer will also assist in Integration Services to configure and prepare equipment for shipping to customer locations, along with participating in the testing of new solutions and technologies in the Integration Lab.

Primary Duties and Responsibilities:

  • Effectively and quickly respond to New Service Requests, supporting reasonable MTTR (Mean Time to Repair) in accordance with customer and Sirius Federal standards.

  • Investigate and help resolve issues on a variety of customer’s equipment and environments using agreed to troubleshooting methodologies.

  • Ensure accurate recording of all Support cases using the company’s ticket management tool and those of our Core partnerships (i.e. Cisco Commerce Workspace (CCW), etc.).

  • Conduct research on products, services and standards to provide resolution to customer questions and/or reported problems.

  • Provide incident escalation to senior engineering as well as Cisco Technical Assistance Center (TAC)

  • Utilize good judgement to help make business and ticket decisions with minimal oversight.

  • Provide product training and documentation to the customer as required.

  • Maintain required level of knowledge on company-offered solutions including the completion of assigned courses and relevant certification exams.

  • Collaborate with Engineers in other the areas possibly outside your expertise to cultivate a positive work environment and provide the best experience to our customers.

    Basic Qualifications:

  • A current Secret security clearance is required or must be able to obtain and maintain

  • Bachelor’s degree in related field.

  • At least 5 years’ experience in solid presales experience focused in Security

Other Position Requirements:

  • Technical competency supporting a variety of following Cisco architectures: Cisco switching & wireless, Cisco Data Center (UCS, Nexus, NetApp & VMware) and/or Cisco Collaboration (CUCM, UCCX, Unity)

  • Basic routing and switching skills

  • CCNA in Route/Switch certifications preferred

  • Proven experience supporting customers both in-person and remotely, troubleshooting and root cause isolation

  • Must have hands on experience with Cisco products at a minimum

Preferred Qualifications:

  • Strong ability to define, verbalize and document technical details to non-technical end-users

  • Must be a team player and build good working relationships across all functions

  • Must have a strong personal drive for supporting industry leading solutions, and thrive in a fast-paced, high energy environment with a proactive focus

  • Flexibility, integrity and creative problem-solving skills

  • Demonstrated strong written and verbal communication

  • Participation in on-call rotation is required

  • Ability to work eight hours a day sitting, using a keyboard, and speaking on the phone

The above primary duties, responsibilities, and position requirements are not all inclusive.

The position exists to provide presales technical consulting solutions to customers and as such requires the ability to travel to and from customer sites and interact with customers on an ongoing and regular basis.

Serving federal agencies since 1991, Sirius Federal has a wealth of knowledge and resources to offer best practice solutions that achieve optimal outcomes and meet compliance guidelines. Together with our parent company Sirius Computer Solutions, Inc., we offer a comprehensive range of solutions backed by an expert team of engineers and the highest levels of partnership with leading manufacturers. From design to deployment, support, and maintenance, our technology solutions and services are designed with a constant focus on supporting our customers’ missions. We prioritize your success – and we do not succeed unless you do.

Sirius Federal is a Cisco Gold Partner, Dell Technologies Platinum Level, F5 Platinum Partner, IBM Platinum Business Partner, NetApp Star Partner, Nutanix Master Partner, Palo Alto Networks Diamond Partner, Splunk Elite Partner, Tenable Platinum Partner, VMware Premier Partner, and Pure Storage Elite Partner.

Sirius Federal is an equal opportunity employer that values diversity. As a government contractor, Sirius Federal takes affirmative action to employ and advance in employment qualified women, minorities, individuals with disabilities, and protected veterans; maintains a drug-free workplace; and participates in E-Verify.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)