Raytheon Technologies Sr Tech Support Engineer II in Washington, District Of Columbia
Raytheon Intelligence and Space's Field Engineering has a position for a Senior Technical Support Engineer II at our Largo, Florida and Washington DC Metro Area locations.
The Technical Support Engineer (TSE) will support the Secure Communications (SecComms) business area specifically the Command and Control Switching System (CCSS) program.
CCSS 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
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 + years’ 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
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)
Associate Degree in Science, Technology, Engineering or Mathematics (STEM) or related technical area of study and 10 years of experience or 14 years of relevant experience.
Will accept equivalent related experience in lieu of degree.
Raytheon is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, age, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.