Mobility Customer Support Specialist

Job Title: Mobility Customer Support Specialist

Location: Remote

Clearance Level: Active - CBP Suitability, DHS Suitability, Active TS

Required Certification(s): 

• Eligibility/Clearance Requirements: Must be a U.S. Citizen with an active clearance
• Clearance Preference:
• 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)
• Certification Requirement: None

SUMMARYCBP has a global presence with connectivity to approximately 1300 field sites as well as Other Government Agencies (OGAs) and trade partners. CBP conducts operations in 22 countries, 328 ports of entry, 129 border patrol stations within 22 sectors, and 75 AMO locations. To support its mission, CBP needs a robust, resilient, and high performing enterprise network and supporting services throughout its global footprint. The Network Services Division within the Office of Information and Technology (OIT) Enterprise Infrastructure and Operations Directorate (EIOD) provides network services and oversight of the CBP enterprise network infrastructure. The Network Services Division comprises the Network Architecture and Engineering Division (NAED) and Network Operations Division (NOD).

This is an excellent client engagement role with the opportunity to grow working with a large enterprise network architecture and engineering team supporting our Federal customer. The Mobility Customer Support Specialist provides direct support to the Senior Mobility Engineer with Mobile Device Management (MDM) user support and issue resolution. Candidate should 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” Air watch or equivalent MDM systems. The Mobility Analyst supports the Solution Architect with design and implementation tasks and address client queries over the phone and resolve mobile device related issues. This analyst may also support escalation and root cause analysis activities. Network engineering experience required include admin level experience with firewalls, VPN, DNS and general network and network security infrastructure. Responsibilities include the 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. This engineer is responsible for the preparation of test reports and Implementation Plans for each change impacting the Production environment. Experience with ITIL based Service Management workflow applications such as incident, problem and requirements management.

JOB DUTIES AND RESPONSIBILITIES

• Provide system administration of Enterprise Mobility Management (EMM) and Mobile Device management (MDM) solutions.
• Support, maintain and troubleshoot Air watch 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

QUALIFICATIONS

Education, Background, and Years of Experience

• Education, Skill, and Experience Requirements:
• 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:
• 2-4 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.
• 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

ADDITIONAL SKILLS & QUALIFICATIONSRequired Skills

• • Education, Skill, and Experience Requirements:
  • 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:
  • 2-4 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.
  • 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

XOR Security, An Agile Defense Company offers a very competitive benefits package including health insurance coverage from the first day of employment, 401k with a vested company match, vacation and supplemental insurance benefits.

XOR Security, An Agile Defense Company is an Equal Opportunity Employer (EOE). M/F/D/V.

Citizenship Clearance RequirementApplicants selected may be subject to a government security investigation and must meet eligibility requirements - US CITIZENSHIP REQUIRED