Secure Comm - Sr Tech Support Engineer II
Job DescriptionRaytheon Intelligence and Space's Field Engineering has a position for a Senior Technical Support Engineer II at our Largo, Florida and Washington DC Metro Area locations.
The Technical Support Engineer (TSE) will support the Secure Communications (SecComms) business area specifically the Command and Control Switching System (CCSS) program.
CCSS provides direct support to Department of Defense (DoD) secure telephone switching system that is part of Defense Information Systems Agency (DISA) Defense Red Switch Network (DRSN).
CCSS also provides support to the E4B program, a key component of the National Military Command System for the President, the Secretary of Defense, and the Joint Chiefs of Staff.
A successful candidate will be self-confident and resourceful; able to accept ownership for effectively solving customer issues, complaints, and inquiries keeping customer satisfaction at the core of every decision and behavior maintain a high energy level with the ability to fit dynamically into a diverse team.
Responsibilities include the following:
Manage large amounts of inbound and outbound calls in a timely mannerFollow installation and user instruction guide scripts when handling different topicsIdentify customers' needs, clarify information, explain procedures, answer questions, research every issue and provide solutions and/or alternativesFrequently attend educational seminars and updates job knowledge by studying new product descriptions to improve knowledge and performance levelKeep records of all conversations in our call center database in a comprehensible wayMock-up field conditions in a lab environment to duplicate and isolate reported malfunctionsWork with other engineering disciplines and subject matter experts to resolve customer issuesUp to 25% travel to off-site locations for field support and upgrades as requiredRequired SkillsPrevious experience in a customer support roleAbility to build sustainable relationships and engage customers by taking the extra mileStrong verbal communication skills along with active listeningMaintain customer focus and adaptability to different personality typesStrong interpersonal, verbal and written communication skills with strong attention to detail, and the ability to work independently or with a group to complete assignmentsProficient at multi-tasking, setting priorities and managing time effectivelyExisting Top Secret clearance with SCI preferred or the ability to obtainCurrent DoD 8570 IA Technical (IAT) Level II certification 6
years' experience with Raytheon proprietary digital switching system product line (DSS-2A, UMUX, TXP, IST-2, MDA, Admin, ECC, CEU, MSD, SECN)Proficient in DSS-2A switch operation, programming and system integration within the DRSNUnderstand the applications of circuit functionality and design in the DRSNVersed in theory of operations of communications systems and troubleshooting skillsSkilled with Wind River vxWorks embedded operating systemsSkilled in performing Software and Firmware upgrades on Windows, Linux, and VxWorksExperience reading, interpreting and executing statements of work, drawing packages, wiring diagrams, floor plans, technical documentation, directives and standards Proficient with Microsoft Office suite of software to include Visio, and OneNoteSkilled at using serial console sessions to log into equipment, eg PuTTyDesired SkillsFamiliar with DISA's Promina Network and Juniper IP communications equipmentFamiliar with government voice, dedicated and bulk encryption devicesFamiliar with the operation and installation of Internet Protocol (IP) switches and routersExperience installing, grounding, bonding electronic equipment and enclosuresExperience with cable producing equipment and specialty tools (ie MILSpec, Stewart, Crimping)Trained with various digital multi-meters and fiber-optic detection and measuring equipmentTrained in electronics, low voltage and common input powerUnderstand and practice Occupational Safety & Health Administration (OSHA) safety standards Understand Emissions Security (EMSEC) standards related to RED/Black installations Familiar with AC No:
43.
13-1B; Acceptable Methods and Practices Aircraft Inspection and Repair, specifically Chapter 11 Aircraft Electrical SystemsFamiliar with Federal Aviation Administration (FAA) aircraft modification approval processesFamiliar with aircraft avionics and general maintenance technology and practices (A&P)Required EducationAssociate Degree in Science, Technology, Engineering or Mathematics (STEM) or related technical area of study and 10 years of experience or 14 years of relevant experience.
Will accept equivalent related experience in lieu of degree.
Business Unit ProfileRaytheon Intelligence & Space delivers the disruptive technologies our customers need to succeed in any domain, against any challenge.
A developer of advanced sensors, training, and cyber and software solutions, Raytheon Intelligence & Space provides a decisive advantage to civil, military and commercial customers in more than 40 countries around the world.
Headquartered in Arlington, Virginia, the business generated $15 billion in pro forma annual revenue in 2019 and has 39,000 employees worldwide.
Raytheon Intelligence & Space is one of four businesses that form Raytheon Technologies Corporation.
BusinessIntelligence, Information&Svcs Relocation EligibleYesTalent AreaEngineering TechnologyType Of JobFull TimeJob FunctionEngineering & Sciences Support Clearance TypeTop Secret US FLSA ClassificationExempt Work Location:
DC - Washington Requisition ID:
168304BR.
Estimated Salary: $20 to $28 per hour based on qualifications.
The Technical Support Engineer (TSE) will support the Secure Communications (SecComms) business area specifically the Command and Control Switching System (CCSS) program.
CCSS provides direct support to Department of Defense (DoD) secure telephone switching system that is part of Defense Information Systems Agency (DISA) Defense Red Switch Network (DRSN).
CCSS also provides support to the E4B program, a key component of the National Military Command System for the President, the Secretary of Defense, and the Joint Chiefs of Staff.
A successful candidate will be self-confident and resourceful; able to accept ownership for effectively solving customer issues, complaints, and inquiries keeping customer satisfaction at the core of every decision and behavior maintain a high energy level with the ability to fit dynamically into a diverse team.
Responsibilities include the following:
Manage large amounts of inbound and outbound calls in a timely mannerFollow installation and user instruction guide scripts when handling different topicsIdentify customers' needs, clarify information, explain procedures, answer questions, research every issue and provide solutions and/or alternativesFrequently attend educational seminars and updates job knowledge by studying new product descriptions to improve knowledge and performance levelKeep records of all conversations in our call center database in a comprehensible wayMock-up field conditions in a lab environment to duplicate and isolate reported malfunctionsWork with other engineering disciplines and subject matter experts to resolve customer issuesUp to 25% travel to off-site locations for field support and upgrades as requiredRequired SkillsPrevious experience in a customer support roleAbility to build sustainable relationships and engage customers by taking the extra mileStrong verbal communication skills along with active listeningMaintain customer focus and adaptability to different personality typesStrong interpersonal, verbal and written communication skills with strong attention to detail, and the ability to work independently or with a group to complete assignmentsProficient at multi-tasking, setting priorities and managing time effectivelyExisting Top Secret clearance with SCI preferred or the ability to obtainCurrent DoD 8570 IA Technical (IAT) Level II certification 6
years' experience with Raytheon proprietary digital switching system product line (DSS-2A, UMUX, TXP, IST-2, MDA, Admin, ECC, CEU, MSD, SECN)Proficient in DSS-2A switch operation, programming and system integration within the DRSNUnderstand the applications of circuit functionality and design in the DRSNVersed in theory of operations of communications systems and troubleshooting skillsSkilled with Wind River vxWorks embedded operating systemsSkilled in performing Software and Firmware upgrades on Windows, Linux, and VxWorksExperience reading, interpreting and executing statements of work, drawing packages, wiring diagrams, floor plans, technical documentation, directives and standards Proficient with Microsoft Office suite of software to include Visio, and OneNoteSkilled at using serial console sessions to log into equipment, eg PuTTyDesired SkillsFamiliar with DISA's Promina Network and Juniper IP communications equipmentFamiliar with government voice, dedicated and bulk encryption devicesFamiliar with the operation and installation of Internet Protocol (IP) switches and routersExperience installing, grounding, bonding electronic equipment and enclosuresExperience with cable producing equipment and specialty tools (ie MILSpec, Stewart, Crimping)Trained with various digital multi-meters and fiber-optic detection and measuring equipmentTrained in electronics, low voltage and common input powerUnderstand and practice Occupational Safety & Health Administration (OSHA) safety standards Understand Emissions Security (EMSEC) standards related to RED/Black installations Familiar with AC No:
43.
13-1B; Acceptable Methods and Practices Aircraft Inspection and Repair, specifically Chapter 11 Aircraft Electrical SystemsFamiliar with Federal Aviation Administration (FAA) aircraft modification approval processesFamiliar with aircraft avionics and general maintenance technology and practices (A&P)Required EducationAssociate Degree in Science, Technology, Engineering or Mathematics (STEM) or related technical area of study and 10 years of experience or 14 years of relevant experience.
Will accept equivalent related experience in lieu of degree.
Business Unit ProfileRaytheon Intelligence & Space delivers the disruptive technologies our customers need to succeed in any domain, against any challenge.
A developer of advanced sensors, training, and cyber and software solutions, Raytheon Intelligence & Space provides a decisive advantage to civil, military and commercial customers in more than 40 countries around the world.
Headquartered in Arlington, Virginia, the business generated $15 billion in pro forma annual revenue in 2019 and has 39,000 employees worldwide.
Raytheon Intelligence & Space is one of four businesses that form Raytheon Technologies Corporation.
BusinessIntelligence, Information&Svcs Relocation EligibleYesTalent AreaEngineering TechnologyType Of JobFull TimeJob FunctionEngineering & Sciences Support Clearance TypeTop Secret US FLSA ClassificationExempt Work Location:
DC - Washington Requisition ID:
168304BR.
Estimated Salary: $20 to $28 per hour based on qualifications.
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