• Cloud Deployment and Operations Support • Assist customers and internal teams with the deployment and configuration of VisibleThread solutions within their private cloud and secure AWS/Cloud Enclave environments. • Provide Tier 2/3 operational support for cloud-hosted environments, focusing on the underlying infrastructure, including virtual machines (Linux), networking (VPC, security groups, routing), security (WAF) and storage. • Monitor system health, performance, and security posture of deployed instances, performing routine maintenance, patching, and upgrades in coordination with customer schedules. • Utilize Infrastructure As Code tools and scripting to streamline deployment and recurring maintenance tasks. • Customer and Technical Support • Serve as a primary technical point of contact for customer support tickets related to cloud deployment, application access, performance, and security settings. • Provide clear, professional, and compliant guidance to customers on best practices for operating VisibleThread in their secure, CUI-handling environments. • Create and maintain comprehensive technical documentation, knowledge base articles, and runbooks for common deployment scenarios, troubleshooting steps, and security compliance procedures. • Collaborate closely with VisibleThread's Engineering and Customer Success teams to ensure complex issues are resolved quickly and effectively. • Security and Compliance • Ensure all support and deployment activities strictly adhere to security policies and compliance requirements associated with handling CUI data (e.g., access control, encryption standards, logging). • Administer and troubleshoot user access, identity management (e.g., Active Directory/Azure AD integration), and security protocols within the customer's cloud instance. • Assist customers in preparing for compliance audits by providing data and evidence related to the security posture and configuration of the VisibleThread deployment.

• Assist in monitoring and managing the day-to-day operations of our customers’ systems and services, ensuring that events are handled appropriately (working hours Mon-Fri 9-17:00 CET + 17-21:00 as an on-call support, additional on-call support on weekends and bank holidays 9-21:00 CET, extra paid) • Liaise with our development teams to resolve reported issues tracking faults on occurrence, follow through to resolution • Maintain and manage maintenance schedules, including running daily, weekly, monthly and annual maintenance processes • Manage the tracking and escalation of incidents and complete root cause analysis • Contribute to continual service improvement • Work within our support team covering out of hours support for our cloud operations • Coordinate with other teams to handoff build guidance to complete orders where managed service support is request • Coordinate with other services teams where cloud and virtualisation-specific issues are escalated • Advocate for customer needs within Sonalake • Prepare troubleshooting guides for other team members or customers

• Provide technical support to end users • Troubleshoot technical issues related to hardware and software • Install and configure software and hardware • Manage and monitor IT assets

The following states/districts are excluded from this job ad: AK, CA, CO, CT, DC, HI, LA, MA, MN, MO, NE, NV, NH, NJ, NM, NY, ND, OR, PR, RI, VT, WA, WY Location: Remote in any United States jurisdiction not excluded from this job advertisement. We're looking for a Technical Support Specialist Tier 2 to solve technical issues, diagnose complex software and system problems, and ensure timely resolution of incidents! Apply today to join a mission-driven team supporting critical healthcare technology environments within the Department of Veterans Affairs (VA). Position Description: The Technical Support Specialist Tier 2 handles escalated technical issues that cannot be resolved by Tier 1 Help Desk Support. The Technical Support Specialist Tier 2 will diagnose complex software and system problems in cloud environments, work directly with customers and internal teams, and ensure timely resolution of incidents. Minimum/General Experience: 3 years of information technology experience Minimum Education: High School Diploma Essential Skills/Qualifications: - Strong understanding of web-based software products, systems, and cloud platforms (e.g., Azure, AWS) - Strong proficiency in troubleshooting tools, logs, and diagnostic methods - Strong experience with operating systems (e.g., Windows, Linux) - Strong experience with ticketing systems (e.g., ServiceNow (SNOW), Jira) - Familiarity with networking fundamentals (e.g., Domain Name System (DNS), Dynamic Host Configuration Protocol (DHCP), Transmission Control Protocol/Internet Protocol (TCP/IP), Virtual Private Network (VPN), firewalls) - Ability to read and interpret system logs or error reports - Excellent written and verbal communication skills - Strong problem solving and analytical thinking skills - Ability to work independently on complex issues - Experience with scripting or automation (e.g., PowerShell, Bash, Python) (preferred) - Experience with Infrastructure as a Service (IaaS), cloud platforms, or enterprise IT environments (preferred) - Experience with Tier 2 or advanced support, technical troubleshooting, clinical and patient data workflows, and regulatory awareness (preferred) - Knowledge of VA operations (e.g., VistA, Telehealth and Scheduling) (preferred) - Knowledge of Electronic Health Record (EHR)/Electronic Medical Record (EMR) systems (preferred) General Physical Requirements needed to perform the essential functions of this job may vary based on the location of the assignment.  - Assignment Location - Remote - Sedentary Work - Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.  - Typing, communicating, repetitive motions.  - Close visual acuity to prepare and analyze data, view computer monitors and read. May need to view presentation screens and other visual aids in a virtual setting.  - Inside environmental conditions with protection from outside elements.  Security: Ability to obtain/maintain a Federal Civilian Public Trust - U.S. Citizenship or Permanent Resident that has lived in the United States for at least 3 years Federal Civilian Public Trust Consists of a review of up to but not limited to: - Covers 10 year period and in some instances lifetime events - OPM Security Investigations Index (SII) - DOD Defense Central Investigations Index (DCII) - National Agency Check (NAC) records - FBI name check - FBI fingerprint check - Credit report check - Written inquiries to previous employers and references listed on the application for employment - Potential interviews with the subject, spouse, neighbors, supervisor, coworkers - Law enforcement check - Court records check - Education check- Attendance and Degrees Acceptable Credentials Tasks/activities include, but are not limited to: - Investigates and resolves technical issues escalated from Tier 1 support - Performs advanced troubleshooting across software, hardware, cloud networks, and/or C# applications - Documents issues, solutions, and root causes in the ticketing system - Collaborates with engineering, Tier 3 Support, and/or development teams on unresolved or systemic issues - Provides guidance and mentorship to Tier 1 Support agents - Identifies recurring problems and recommends process or product improvements - Assists with system updates, patches, and configuration changes - Communicates clearly with customers regarding progress and resolution - Follows Service Level Agreements (SLAs) and ensures timely ticket handling - Participates in on-call activities when required Compensation & Benefits: The annual projected pay range for this position is $45,000.00 - $50,000.00 with consideration being given to various factors including but not limited to qualifications, experience, job responsibilities, and geographic location. Oxley Enterprises, Inc. offers a full array of benefits including: - Medical, dental, vision and prescription drug coverage for you and your family. - Life Insurance, short-term disability and long-term disability paid for by the Company. - Supplemental coverages including Accident, Critical Illness, and Hospital. - Additional Life insurance coverage for you and your dependents. - 401k plan with various options to select based on your retirement goals. Oxley Enterprises®, Inc. is a certified service-disabled veteran-owned (SDVOSB), economic disadvantaged woman-owned (EDWOSB), Small Business Administration Certified 8(a), and small disadvantaged business (SDB) that has 25 years of experience building and delivering quality IT systems and programs. Oxley is ranked in the INC 5000 7 times (2016, 2017, 2018, 2021, 2023, 2024, 2025). Oxley is a 2019 - 2025 Department of Labor HIRE Vets Medallion Award Winner. Oxley is Virginia Values Veterans certified. All qualified applicants will receive consideration for employment without regard to any status protected by applicable federal, state, or local law. If you require a reasonable accommodation to apply for a position at Oxley Enterprises, Inc., please send an email to our Human Resources Department at: careers@oxleyenterprises.com with the following information: Subject Line: Accommodation Request Provide a description of your accommodation request Include your contact information: Full name, Email address, Best number to reach you (optional) We participate in the E-Verify program. http://www.dhs.gov/E-Verify