Mobility Customer Support Specialist

The U.S. Customs and Border Protection (CBP) Office of Information and Technology (OIT), Enterprise Networks and Technology Support Directorate (ENTSD), Network Architecture and Engineering (NAE) Division provides management services and oversight of the CBP infrastructure to protect, defend and restore the confidentiality, integrity and availability of CBP mission essential data communications and applications. 

BACKGROUND:

NAE ensures a standardized, high performance, and secure enterprise network architecture for the CBP enterprise that seamlessly integrates existing and emerging technologies. NAE, which comprise the Network Architecture Branch (NAB) and Network Engineering Branch (NEB), supports the CBP mission by delivering network architecture and network engineering services to OIT Program Directorate and Division customers and partners.

Some of the key CBP technology partners consist of, but are not limited to, Cisco, Juniper, Brocade, F5, Infoblox, NetScout, Riverbed, Palo Alto, CA Technologies, Amazon Web Services (AWS), Airwatch, Microsoft, and Dell. CBP is actively modernizing its IT infrastructure and engaging in various initiatives to evaluate and implement emerging technologies, migrate to the cloud, support mobile platforms, and continually improve the performance, security, and availability of its network services. The CBP LAN/MAN/WAN network comprises over 1200 field sites (CONUS and OCONUS) and 3 enterprise data centers with on-prem and cloud presence.

Job Roles & Responsibilities: The Mobility Customer Support Specialist provides direct support to the Senior Mobility Engineer with Mobile Device Management (MDM) user support and issue resolution.

Responsibilities include the following though not limited to the items below:

• Design and implementation tasks
• Support escalation and root cause analysis activities
• Address client queries over the phone and resolve mobile device related issues
• Support of all updates to all documents when there is change in the transport design and/or technologies and collaborating with all stakeholders to test all related systems and processes to verify that the systems meet requirements and can host applications with no degradation to performance or security.
• Responsible for the preparation of test reports and Implementation Plans for each change impacting the Production environment. Provide system administration of Enterprise Mobility Management (EMM) and Mobile Device management (MDM) solutions.
• Support, maintain and troubleshoot Airwatch systems
• Support the design and implementation of simple MDM solutions
• Address client queries over the phone and resolve mobile device related issues
• Work with the Solution Architect to implement solutions
• Provide network administration support: firewalls, general network infrastructure and security fundamentals, VPN, DNS
• Follow and perform ITIL Incident, problem, and requirements management
• Develop and implement test strategies and documents results
• Provides documentation, guidance and training to end-users as needed
• Must be able to work with minimal supervision and possess excellent written and verbal communication skills.
• Receive mentoring for MDM Airwatch solutions design and implementation by solutions architect
• Experience with ITIL based Service Management workflow applications such as incident, problem, and requirements management.

Bachelor’s degree and at least 3 years’ experience providing Information Assurance services to the DHS (preferred); without a degree 4 additional years of experience would be required:

• 3-4 years’ work experience as a System Administrator – supporting, maintaining, and troubleshooting MDM systems AND Smart Devices (Apple, Android devices like tablet and smart phone, Windows iOS, etc.
• Must have working experience in supporting Enterprise Mobility Management (EMM) and MDM solutions at large scale Enterprise customers with proven delivery in supporting, maintaining, and troubleshooting “complex” Airwatch or equivalent MDM systems
• Network engineering experience required include admin level experience with firewalls, VPN, DNS and general network and network security infrastructure
• Strong understanding of servers & configuration & maintenance: Windows Server 2008 / 2003 / 2013, Exchange, 0365, Azure AD, Active Directory, Web server platforms (IIS, Apache), Linux Forms (Ubuntu, Fedora, Red Hat, Photon, Open Suse), other mail systems, web certifications such as SSL and IIS
• Strong knowledge of ITIL and Security Administration experience: Authentication, Certificate system, etc.
• Technical Certifications or demonstrable experience in in one or more MDM Products (Airwatch, MobileIron, XenMobile, Symantec MDM, Good Tech)
• Seeking candidate who can mentor, teach, and grow a small team from within to support growing customer requirements
• Must have great communication and documentation skills
• Eligibility/Clearance Requirements: Must be able to provide proof of U.S. Citizenship with an active federal clearance

• Microsoft Intune a plus
• CBP Full BI - 1st priority
• Any DHS badge + DoD Top Secret - 2nd choice
• DoD Top Secret + willingness to get CBP clearance - 3rd choice (it can take 45 days to 6 months to obtain a CBP clearance – work can only begin once the clearance is fully adjudicated)

Founded in 2010, Sev1Tech provides IT, engineering, and program management solutions delivery. Sev1Tech focuses on providing program and IT support services to critical missions across Federal and Commercial Clients. Our Mission is to Build better companies.  Enable better government. Protect our nation. Build better humans across the country.

Join the Sev1Tech family where you can achieve great accomplishments while fostering a satisfying and rewarding career progression.  Please apply directly through the website at: https://www.sev1tech.com/careers/current-openings/#/    #joinSev1tech

For any additional questions or to submit any referrals, please contact: recruiting@sev1tech.com

Sev1Tech is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.