Mobile 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.  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.Eligibility/Clearance Requirements: Must be a U.S. Citizen with an active clearanceClearance 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: NoneJob Roles & Responsibilities: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.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 architectEducation, 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