Field Service Representative

We're expanding our team and looking for a Field Service Representative (FSR) to join us in a dynamic and challenging role. In this position, you will have the unique opportunity to work at customer locations across the US, providing our clients with flexible, scalable, and secure infrastructure.

This hybrid role involves working in our Network Operations Center and onsite at client locations within the NOVA area and occasionally across the US.

Network Operations Center Responsibilities:

• Manage vulnerabilities by patching servers and infrastructure.
• Maintain and update system and server configurations in line with organizational standards.
• Diagnose and repair faulty system and server hardware.
• Monitor systems and provide Tier 1/Tier 2 help desk technical support.
• Work with technologies including Linux systems, Windows systems, MDM, Zabbix, AWS, Ansible, and Cloud Technologies.

Onsite Client Support Responsibilities:

• Deploy to customer locations across the US to set up and tear down systems.
• Manage mobile devices and ensure secure connectivity and communications.
• Provide support for mapping, imagery, and other critical services.
• Monitor, alert, and report on system and infrastructure health.
• Troubleshoot, investigate, and mitigate system issues.
• Escalate events following established operational policies.
• Conduct instructional sessions for setting up Ridgeline technology on laptops and mobile devices.

Requirements

Must-Haves:

• Active Top Secret or higher security clearance.
• Exceptional customer support skills and responsiveness to customer needs.
• Excellent communication, critical thinking, and problem-solving skills.
• Experience in customer service and a "help desk" environment.
• Willingness to travel extensively and adapt to various locations across the US.

Nice-to-Haves:

• Experience with Linux (RHEL, CentOS, Ubuntu).
• Experience managing Microsoft server infrastructure.
• Familiarity with network infrastructure monitoring systems.
• Experience with virtualization technologies (VMware, Proxmox, KVM).
• Knowledge of networking (switching, routing, firewalls, VPNs).
• Experience in a secure environment.
• Familiarity with Android OS and mobile device management.

Physical Requirements:

• Use of hands to manipulate keyboard and mouse
• Ability to view a computer monitor in a software/system engineering context for long periods during the work day
• Must be able to remain stationary 50% or more of the time
• Ability to lift and install servers and networking equipment including cabling; may lift items of up to 50 lbs