CUSTOMER SUPPORT ENGINEER
: Job Details :

OVERVIEW:

Quantum Research International, Inc. (Quantum) provides our national defense and federal civilian and industry customers with services and products in the following main areas: 1) Cybersecurity and Information Operations; 2) Space Operations and Control; 3) Aviation Systems; 4) Ground, Air and Missile Defense, and Fires Support Systems; 5) Intelligence Programs Support; 6) Experimentation and Test; 7) Program Management; and (8) Audio/Visual Technology Applications. Quantum's Corporate Office is located in Huntsville, AL, but Quantum actively hires for positions nationwide and internationally. We pride ourselves on providing high quality support to the U.S. Government and our Nation's Warfighters. In addition to our corporate office, we have physical locations in Aberdeen, MD; Colorado Springs, CO; Crestview, FL; Orlando , FL and Tupelo, MS

Mission:

Quantum Research Int. is seeking a dedicated Customer Support Engineer in our Network Operations and Security Center (NOSC)2. Ideal candidate will play a critical role in ensuring the smooth operation, security, and reliability of our network infrastructure. You'll be the point of contact for our customers, assisting them with technical issues, troubleshooting network-related problems, and providing exceptional support. You will work with the customer to design and build virtual environments for research, test, and training. You will help educate the customer about the solution options available.

Responsibilities:

* Customer Interaction:

* Respond promptly: Handle incoming customer inquiries via phone, email, or chat in a professional and courteous manner.

* Troubleshoot: Diagnose and resolve technical issues related to network connectivity, security, and performance.

* Provide solutions: Offer clear and concise solutions to customer problems, ensuring their satisfaction.

* Incident response: Escalate and manage incidents according to established procedures.

* Collaborate: Work closely with network engineers, security analysts, and other teams to resolve issues promptly.

* Documentation and Reporting:

* Maintain records: Document customer interactions, troubleshooting steps, and resolutions.

* Generate reports: Prepare regular reports on network incidents, response times, and customer satisfaction.

* Security Compliance:

* Adhere to security policies: Ensure compliance with security protocols and best practices.

* Assist with security investigations: Collaborate with the security team during incidents or breaches.

* Continuous Learning and Improvement:

* Stay updated: Keep abreast of industry trends, security threats, and network technologies.

Requirements:

* Bachelor's degree in Computer Science, Information Technology, or a related field.

* Prefer-2 years experience in customer support, preferably in a network or security environment.

* Familiarity with networking concepts (TCP/IP, DNS, DHCP, etc.).

* Basic understanding of security principles (firewalls, IDS/IPS, encryption).

* Certifications (preferred but not required):

* CompTIA Network+, Security +

* Cisco CCNA

* Excellent communication skills: Ability to explain technical concepts to non-technical users.

* Problem-solving: Analytical mindset to troubleshoot and resolve complex issues.

* Customer-focused: Empathy and patience when dealing with customer inquiries.

* Team player: Collaborate effectively with colleagues across different teams.

* Adaptability: Thrive in a dynamic and fast-paced environment.

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Equal Opportunity Employer/Affirmative Action Employer M/F/D/V:

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity, or any other characteristic protected by law. *Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.