Technical System Administrator II (Hybrid and Remote Eligible)

The Technical Systems Administrator II is responsible for effective communication between users and internal TRAX team, ticketing customer support and assisting customers with software troubleshooting. This individual will be actively answering phone calls and emails received from operational TRAX users. This individual participates in technical research, understanding TRAX software and its related procedures applicable with hardware, software, contracts and customers.

The Mission Solutions and Technologies (MST) business area provides affordable, turn-key command/control, communications, integrated ISR, force protection and security solutions worldwide. The MST team has a long legacy of supporting the Department of Defense, Department of Homeland Security, commercial and international customers with years of experience in platform operations, engineering and full lifecycle management across domains – air, land, sea, space and cyber. Learn more about MST

This role is open to a hybrid schedule or 100% remote work in the Southern Pines, NC area.

Responsibilities:
TRAX Technical System Administrator is expected to be available to support, assist and answer questions and troubleshooting concerns from operational users over phone and email communication

Shift work is expected, this position is to support 24/7 operations

Primary office will be in Southern Pines, NC however once trained and on shift work, telework is applicable.

Become familiar with aspects of operation of TRAX software and applicable supporting software

Maintain detailed inventory of ticketing and documentation of customers, contracts, software versioning, licensing agreements, and other third party software installed

Perform on call after hours support as part of the rotation

Work closely with the Test team and Field support team to provide any required software support

Pro-actively monitors incoming emails to Customer Support Org box to assist, troubleshoot, route to appropriate POC

Participate in testing of new software and plugins

Replicate errors received from operational users for testing

Must Haves:
Requires a BA/BS in Related Field and, typically, 3+ years of related experience.

Experience may be considered in lieu of required education.

Advanced degree may substitute for required years of experience.

Experience in a customer support role, such as a help desk or service center, is required.

Excellent documentation, communication and customer service skills a must.

Demonstrated ability to handle customer calls with professionalism, diplomacy and helpful, customer service attitude.

Preferred:
Understanding of military organizations and commands highly preferred.

Experience with ServiceNow preferred.

At Sierra Nevada Corporation (SNC) we deliver customer-focused technology and best-of-breed integrations in the aerospace and defense sectors. SNC has been honored as one of the most innovative U.S. companies in space, a Tier One Superior Supplier for the U.S. Air Force, and as one of America’s fastest-growing companies. Learn more about SNC

SNC offers a generous benefit package, including medical, dental, and vision plans, 401(k) with 150% match up to 6%, life insurance, 3 weeks paid time off, tuition reimbursement, and more .

IMPORTANT NOTICE:
To conform to U.S. Government international trade regulations, applicant must be a U.S. Citizen, lawful permanent resident of the U.S., protected individual as defined by 8 U.S.C. 1324b(a)(3), or eligible to obtain the required authorizations from the U.S. Department of State or U.S. Department of Commerce.

At Sierra Nevada Corporation (SNC), our mission is to dream, innovate, inspire and empower the next generation to transform humanity through technology and imagination. As an Equal Opportunity Employer, we welcome our employees to bring their whole selves to their work. SNC is committed to fostering an inclusive, accepting, and diverse environment free of discrimination. Employment decisions are made without regarding to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran or other characteristics protected by law. Contributions to SNC come in many shapes and styles, and we believe diversity in our workforce fosters new and greater ways to dream, innovate, and inspire.