Tier 2 Engineer - Journeyman

ECS is seeking a Tier 2 Engineer - Journeyman to work remotely.  

ECS is seeking talented professionals to join our successful and growing team in building the next-generation Continuous Diagnostics and Mitigation (CDM) Cyber data solution. The CDM Program is the Cybersecurity and Infrastructure Security Agency’s (CISA) dynamic approach to strengthening the cybersecurity of Federal networks and systems through better awareness and visibility into their security posture and cyber threats. ECS is responsible for designing, building, deploying, operating, and maintaining a complete ‘Data Services’ solution which includes the collection, normalization, visualization, and sharing of cyber data from more than 100 Federal agencies. The CDM Data Services product is an integrated suite of multiple Commercial Off the Shelf (COTS) products, software configuration packages, and custom code which work together to operate as an integrated solution tailored to meet Department of Homeland Security (DHS) requirements. 

We are seeking professionals who thrive in a dynamic, fast-paced, and highly collaborative environment where problem-solving, critical thinking, and a holistic approach to serving the mission are key.  Our program operates within the Scaled Agile Framework (SAFe). An aptitude and enthusiasm for continuous learning, improvement, and cyber security is a must!

This candidate will provide Tier 2 Engineer support for the CDM Data Services.  Duties include, but are not limited to the following:

• Respond to requests for technical assistance via phone, chat, or email.
• Diagnose and resolve technical issues remotely.
• Log all customer interactions into the ticketing system.
• Receiving Tier 1 escalations.
• Escalate to internal Tier 3.
• Follow incidents through to resolution.
• Provide regular updates to customers on their support requests.
• Providing customers with support for:
  • CDM Dashboard Technical Issues
  • Visualizations built in Kibana not functioning
  • External Data Ingestion not as expected
  • Transforms not functioning
• Creating Knowledge Base Articles and Root Cause Analysis documentation
• Good verbal and written communication skills a must.

Salary Range: $30.32 - $45.48/hr.

General Description of Benefits

• Must be a US Citizen and able to acquire DHS Public Trust Suitability
• Minimum 5 years’ experience with at least 3+ years’ experience as a Tier 2 support engineer.
• Experience with a ticketing system such as ServiceNow or JIRA Service Desk
• An understanding of Elasticsearch/Kibana, Docker Containers, Python, DevSecOps Automation tools. Knowledge of the CDM Dashboard is a plus.
• Ability to interact at all levels of management internally, and with customers and vendors
• Excellent follow-through
• Takes initiative and doesn’t need constant instruction
• Must be able to multi-task and manage time amongst clients
• Willingness to learn new tech and advance your career in the IT industry
• Good verbal and written communication skills a must.