Technical Analyst (Tier 2/3 Support)

Location: Washington, DC
Date Posted: 10-19-2018
EDC Consulting is seeking a proven Tier 2/3 analyst that would be to answer all help desk related questions coming in, write a great knowledge base of documentation to make that easier and more self service, and troubleshooting the application and being able to reproduce and document bugs.  Will be responsible for the knowledge base, documentation, troubleshooting process, support QA in defect triage and testing.  
Successful candidate will have lighter development and heavier IT skills:  doing development work (bug fixes, small features, upgrading libraries with security patches), running regression and deploying.
Must be comfortable reading front-end and back-end application code but will be writing automation code for DevOps and Security operations, in addition to occasional production fixes (DB, perf). Will be responding to production issues (outages, performance changes, network config, version/upgrade)
 
Responsibilities:
Tier 2 Technical
  • Diagnose and resolve problems referred by Tier 1
  • Provides specialized support
  • Response to Help Desk escalations
  • Assists and supports problem closure
  • Provides applicable call out procedure and contact information
  • Manages escalations to Tier 3
  • Accomplished in field of specialization
  • Strong problem solving skills
  • Ability to quickly implement solutions
  • Expert understanding of technical system environment
  • Application and infrastructure problems
  • Application diagnostics
  • Interface problems
  •  performance-related problems
  • Interfaces with Level I Help Desk.
Tier 3 Senior Functional/
Technical
  • Diagnose and resolve problems referred by Tier 2
 
  • Effective response to escalated problems
  • Develops fixes, workarounds, new functionality
  • Assists/supports the drive to problem closure
  • Provides applicable call out procedure and contact information
  • Expert knowledge in field of specialization
  • Strong problem solving and analytical skills
  • Ability to quickly implement solutions
  • Expert understanding of business/functional unit and technical environment
  • Activities identified above under Level II Help Desk
  • Complex system configuration changes
  • Interfaces with Level II help desk or Application Developer/Vendor as needed

Qualifications:

  • 3+ years of development, preferably in the development of enterprise-level web applications using one or more of the Java/J2EE frameworks, including Spring, SpringData, SpringBoot, Apache, MVC, API Services etc. or common Microsoft patterns.
  • 3+ years of progressively responsible DevOps experience.
  • Experience implementing end to end Continuous Delivery pipelines.
  • AWS  cloud experience in a production environment
  • Configuration Management and Infrastructure as Code (e.g. Chef, Puppet, Ansible).
  • Bachelors degree
  • Mid-tier skills: Spring, REST, RabbitMQ, Kafka
  • Back-end tools: MongoDB, MySQL, Cassandra
  • DevOps skills: Docker, AWS, Chef, Jenkins, Puppet, Ansible
  • Basic working knowledge of SQL
Desired:
  • Intermediate hands on experience with configuring Windows or Linux logging and auditing
  • Basic experience with configuration and troubleshooting of network switches, routers, and firewalls
  • Basic understanding of networking including TCP/IP
  • Basic understanding of routing
  • Basic understanding of a cloud environment and infrastructure
  • Advanced understanding of the Top 20 Critical Security Controls for Effective Cyber Defense
  • Advanced understanding of the OWASP Top 10
  • Advanced experience with vulnerability scanning and reconnaissance methods
  • Intermediate knowledge of threat vectors against the Windows or Linux platform
  • Intermediate hands-on experience with network security or equivalent study
  • Experience working as an analyst in a 24x7 SOC
  • Basic command of Linux systems administration and working with BASH
  • Basic experience in one of Linux, Windows or Database administration
  • Advanced understanding of HTTP, SSL/TLS, SOAP, and reverse proxies
  • Intermediate experience using an IDS eg, Snort.
  • Intermediate experience using a WAF
  • Intermediate understanding of Security Information & Event Management (SIEM) concepts and functionality
  • Intermediate penetration testing experience
Location: Washington, D.C.

About EDC Consulting 
Headquartered in Tysons Corner, VA, EDC Consulting LLC (EDC) is a leading small business provider of enterprise solutions and strategic business support to the Federal Government.  With more than 150 employees and over 100 client engagements, EDC has extensive experience designing, developing, implementing and maintaining complex business systems and software solutions for a wide range of Department of Defense, civilian Federal, state and local and commercial entities.  EDC is an Oracle Platinum Partner, SAP Partner, Edge Partner, and Premier Business Partner of the IBM Corporation. EDC Consulting was recognized in Washington Technology Magazine’s “Fast 50” list of Washington DC’s fastest growing companies and has consistently been named to Inc. 500 magazine’s list of the nation’s fastest growing privately held companies. 
Visit EDC Consulting on the web at www.edcconsulting.com.
 
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