• Serve as the first point of contact for consumer inquiries through phone, live chat, and support tickets • Clearly and empathically explain complex policies, procedures, and technical steps • Troubleshoot user issues and guide customers through our electronic systems • Review and evaluate applications for completeness and compliance with guidelines • Efficiently manage client inquiries through a web-based ticketing system • Maintain accurate records and enter data across various platforms • Collaborate with team members to resolve issues and share best practices • Meet performance goals, including average handle time, schedule adherence, service quality, and first-call resolution. • Proactively communicate updates and resolutions to key stakeholders

• Serve as the primary interface between NIS and USGS leadership. • Ensure successful execution of task orders supporting scientific research, water resources management, environmental monitoring, geospatial services, laboratory operations, data management, and technical project support activities. • Provide overall management, direction, and supervision of contractor personnel. • Organize, coordinate, and manage contractor support activities across multiple workstreams. • Review and analyze task order requirements; develop staffing approaches, labor mixes, level-of-effort estimates, schedules, and cost estimates. • Lead recruitment, hiring, onboarding, retention, performance management, and professional development efforts for program personnel. • Build and maintain strong customer relationships and facilitate communication between technical teams and government leadership. • Ensure compliance with contract requirements, federal regulations, security requirements, and quality control standards while maintaining accurate documentation, reporting, and financial oversight.

• Diagnose and resolve complex issues related to **network infrastructure**, including LAN/WAN, Wi-Fi, and security systems. • Handle escalations involving **VLANs, routing, switching, firewall rules, and network segmentation**. • Troubleshoot performance issues, packet loss, latency, and connectivity disruptions. • Configure and maintain **network devices**, including switches, wireless access points, and firewalls. • Perform advanced configurations such as **VLAN setup, trunking, ACLs, QoS, and firewall policies**. • Support **headend equipment configuration** and optimization. • Provide expert-level support for: - **MikroTik (routing, firewall, scripting)** - **Aruba Networks** - **Ruckus Wireless** - **Cambium Networks** - **Fortinet (switches & firewalls)** • Ensure interoperability and optimal performance across diverse platforms. • Perform deep technical analysis to identify root causes of recurring network issues. • Implement long-term fixes and improvements to enhance network stability and performance. • Support and optimize **hospitality network environments**, including guest and staff networks. • Manage **walled garden configurations**, ensuring proper access for guest onboarding portals. • Implement and maintain **ACLs (Access Control Lists)** for secure network segmentation. • Monitor network health, performance, and security. • Proactively identify risks and prevent potential outages or service degradation. • Act as the final escalation point for unresolved L1/L2 issues. • Coordinate with vendors and third-party providers for advanced troubleshooting and resolution. • Maintain detailed technical documentation, network diagrams, and troubleshooting guides. • Mentor L1 and L2 engineers and enhance team knowledge around network best practices. • Evaluate support workflows and recommend improvements. • Drive automation and efficiency initiatives in network operations.

Role Description We are seeking a highly skilled Level 3 (L3) Technical Support Engineer with deep expertise in network infrastructure and hospitality environments. This role serves as the highest level of escalation for complex network-related issues, including advanced troubleshooting, configuration, and optimization of wired and wireless systems. The ideal candidate is a hands-on technical expert with strong experience in switching, routing, firewalls, and wireless networks, capable of working across multi-vendor environments and ensuring reliable, high-performance connectivity. Key Responsibilities - Advanced Network Troubleshooting - Diagnose and resolve complex issues related to network infrastructure, including LAN/WAN, Wi-Fi, and security systems. - Handle escalations involving VLANs, routing, switching, firewall rules, and network segmentation. - Troubleshoot performance issues, packet loss, latency, and connectivity disruptions. - Configuration & Implementation - Configure and maintain network devices, including switches, wireless access points, and firewalls. - Perform advanced configurations such as VLAN setup, trunking, ACLs, QoS, and firewall policies. - Support headend equipment configuration and optimization. - Multi-Vendor Network Support - Provide expert-level support for: - MikroTik (routing, firewall, scripting) - Aruba Networks - Ruckus Wireless - Cambium Networks - Fortinet (switches & firewalls) - Ensure interoperability and optimal performance across diverse platforms. - Root Cause Analysis - Perform deep technical analysis to identify root causes of recurring network issues. - Implement long-term fixes and improvements to enhance network stability and performance. - Hospitality Network Expertise - Support and optimize hospitality network environments, including guest and staff networks. - Manage walled garden configurations, ensuring proper access for guest onboarding portals. - Implement and maintain ACLs (Access Control Lists) for secure network segmentation. - Monitoring & Proactive Support - Monitor network health, performance, and security. - Proactively identify risks and prevent potential outages or service degradation. - Escalation & Vendor Coordination - Act as the final escalation point for unresolved L1/L2 issues. - Coordinate with vendors and third-party providers for advanced troubleshooting and resolution. - Documentation & Knowledge Sharing - Maintain detailed technical documentation, network diagrams, and troubleshooting guides. - Mentor L1 and L2 engineers and enhance team knowledge around network best practices. - Process Improvement - Evaluate support workflows and recommend improvements. - Drive automation and efficiency initiatives in network operations. Qualifications - 5+ years of experience in network support or network engineering, with at least 2 years in an L3 or senior role. - Strong hands-on expertise in: - VLANs, ACLs, routing, switching, NAT, and firewall policies - Wireless network design and troubleshooting - Proven experience working with: - MikroTik - Aruba, Ruckus, Cambium - Fortinet switches and firewalls - Experience supporting hospitality or high-density guest network environments. - Familiarity with walled garden configurations and captive portals. - Strong troubleshooting, analytical, and problem-solving skills. - Excellent communication skills for customer and cross-team collaboration. Preferred Qualifications - Certifications such as CCNP, Fortinet NSE, Aruba ACMP/ACSP, Ruckus, Meraki or MikroTik MTCNA/MTCRE. - Knowledge of network monitoring tools (e.g., PRTG, SolarWinds, or similar). - Knowledge of scripting/automation (e.g., Python, Bash). - Understanding of ITIL processes and incident management.