Raytheon IIS’ Field Engineering is anticipating an opportunity for a Senior Technical Support Engineer II at our Largo, Florida location. The Technical Support Engineer (TSE) will support the Secure Communications (SecComms) program area which includes Command and Control Switching System (CCSS) program. The CCSS program 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 manner
- Follow installation and user instruction guide “scripts” when handling different topics
- Identify customers’ needs, clarify information, explain procedures, answer questions, research every issue and provide solutions and/or alternatives
- Frequently attend educational seminars and updates job knowledge by studying new product descriptions to improve knowledge and performance level
- Keep records of all conversations in our call center database in a comprehensible way
- Mock-up field conditions in a lab environment to duplicate and isolate reported malfunctions
- Work with other engineering disciplines and subject matter experts to resolve customer issues
- Up to 25% travel to off-site locations for field support and upgrades as required
Required Skills- Previous experience in a customer support role
- Ability to build sustainable relationships and engage customers by taking the extra mile
- Strong verbal communication skills along with active listening
- Maintain customer focus and adaptability to different personality types
- Strong interpersonal, verbal and written communication skills with strong attention to detail, and the ability to work independently or with a group to complete assignments
- Proficient at multi-tasking, setting priorities and managing time effectively
- Existing Top Secret clearance with SCI preferred or the ability to obtain
- Current DoD 8570 IA Technical (IAT) Level II certification
- 6 + year’s 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 DRSN
- Understand the applications of circuit functionality and design in the DRSN
- Versed in theory of operations of communications systems and troubleshooting skills
- Skilled with Wind River vxWorks embedded operating systems
- Skilled in performing Software and Firmware upgrades on Windows, Linux, and VxWorks
- Experience 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 OneNote
- Skilled at using serial console sessions to log into equipment, e.g. PuTTy
Desired Skills- Familiar with DISA’s Promina Network and Juniper IP communications equipment
- Familiar with government voice, dedicated and bulk encryption devices
- Familiar with the operation and installation of Internet Protocol (IP) switches and routers
- Experience installing, grounding, bonding electronic equipment and enclosures
- Experience with cable producing equipment and specialty tools (i.e. MILSpec, Stewart, Crimping)
- Trained with various digital multi-meters and fiber-optic detection and measuring equipment
- Trained in electronics, low voltage and common input power
- Understand 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 Systems
- Familiar with Federal Aviation Administration (FAA) aircraft modification approval processes
- Familiar with aircraft avionics and general maintenance technology and practices (A&P)
Required EducationBachelor’s Degree in Science, Technology, Engineering or Mathematics (STEM) or related technical area of study and 6 years of experience. Will accept equivalent related experience in lieu of degree. 145748
Raytheon is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.