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Job Summary

The Systems Engineer II – Technical Operations provides Tier II technical support for a globally distributed Department of Defense (DoD) Airborne Intelligence, Surveillance, and Reconnaissance (AISR) Full Motion Video (FMV) architecture supporting 24x7 worldwide operations.

The incumbent serves as one of the primary technical points of contact for operational support by receiving customer requests via phone, email, and enterprise service management tools. Responsibilities include documenting incidents, performing technical troubleshooting, resolving issues whenever possible, and coordinating timely escalation to Tier III engineering teams when advanced engineering support is required.

Working within a collaborative operations environment, the Systems Engineer II supports enterprise applications, networking, Linux systems, virtualization platforms, and mission systems while providing responsive customer service and maintaining accurate operational documentation.

Applicants selected must possess an active DoD Secret Clearance with the ability to obtain and maintain a Top Secret/SCI clearance.

Major Responsibilities

• Serve as a Tier II technical support engineer for enterprise ISR systems supporting worldwide operations.
• Receive and respond to customer support requests via telephone, email, chat, and enterprise ticketing systems.
• Create, document, prioritize, and manage support tickets within the organization's IT Service Management (ITSM) platform.
• Troubleshoot application, network, Linux, virtualization, and system issues using established procedures and technical documentation.
• Resolve customer issues whenever possible during initial engagement while maintaining customer communication throughout the incident lifecycle.
• Escalate complex or unresolved issues to Tier III engineering teams with complete technical documentation and troubleshooting results.
• Monitor operational systems, alerts, and dashboards to identify and respond to service disruptions.
• Coordinate with software, systems, network, cybersecurity, and Field Service Representative (FSR) teams to restore service.
• Track incidents through resolution and verify customer satisfaction prior to ticket closure.
• Support production-equivalent test environments to reproduce customer issues and validate fixes.
• Maintain operational documentation, knowledge articles, and standard operating procedures.
• Provide timely status updates to customers, Operations leadership, and engineering teams.

Technical Requirements

Required

• Working knowledge of TCP/IP networking concepts, LAN/WAN technologies, DNS, DHCP, and network troubleshooting.
• Working knowledge of Linux operating systems (Red Hat Enterprise Linux, CentOS, Ubuntu, or equivalent).
• Experience supporting enterprise applications, web services, or Linux-based environments.
• Familiarity with virtualization platforms such as VMware, Hyper-V, or similar technologies.
• Strong troubleshooting and analytical skills with the ability to isolate hardware, software, and network issues.
• Experience using ITSM or help desk ticketing systems.
• Excellent customer service and communication skills.
• Ability to document technical issues clearly and accurately.

Desired

• Experience supporting DoD or Intelligence Community environments.
• Familiarity with video streaming technologies and Full Motion Video (FMV) systems.
• Experience with Kubernetes or containerized environments.
• Experience supporting enterprise storage technologies (Fibre Channel, iSCSI).
• Familiarity with RMF, DISA STIGs, and Information Assurance requirements.
• Experience supporting 24x7 operational environments.

Minimum Qualifications

• Bachelor's degree in Computer Science, Information Systems, Engineering, or related technical field; or an Associate's degree with equivalent experience.
• Minimum of 2 years of experience supporting enterprise IT systems, technical operations, or help desk/service desk environments.
• Experience troubleshooting Windows and/or Linux systems in a production environment.
• Active DoD Secret Clearance (or ability to obtain and maintain one).
• Excellent verbal and written communication skills.
• Strong customer service orientation and the ability to work effectively under pressure in a mission-critical environment.

Preferred Qualifications

• Security+, Linux+, Network+, CCNA, or equivalent industry certification.
• Prior military or DoD contractor experience.
• Experience supporting ISR, FMV, or enterprise mission systems.
• Experience with ServiceNow or other enterprise ITSM platforms.

The description provided above is not intended to be an exhaustive list of all job duties, responsibilities and requirements. Duties, responsibilities and requirements may change over time and according to business need.

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Cubic Pay Range:

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The Cubic pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

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Worker Type:

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We are committed to creating an inclusive workplace and welcome applications from people of all backgrounds. We do not discriminate based on any protected characteristic under applicable law.