Cloud Customer Support (Tier 1)

Job Description

BAE Systems, a top-ten prime contractor to the U.S. Department of Defense, enables the U.S. government to transform data into intelligence and provides engineering, integration and sustainment support for critical military platforms and systems. Intelligence & Security provides services and products to the Department of Defense, the intelligence community, federal law enforcement officials, and troops deployed around the world.
At BAE Systems, we promote a strong, collaborative culture and provide our employees with the tools, skills and training they need to succeed. We are all about trust, camaraderie and a shared ambition to lead the world in defense technologies and national security services. We offer flexible work environment to support the balance in your life and keep you performing at your best. Be a part of a company that is part of the community; driven to improve our future and protect our freedom.

We are looking for experienced System Integrator to join our technology-based program supporting a key government customer. This program will deliver engineering services for network infrastructure as well as sophisticated enterprise computing infrastructure including end-point devices, data center hosted servers, multi-Cloud services as well as virtualized applications, and storage systems. Enterprise Computing Engineering services include modern application technology including containerized solutions with orchestrated workflow that function both on customer premise, and via remote Cloud services. Network infrastructure engineering services are comprised of core infrastructure, voice and video engineering, field engineering, application management and development for networks, network analytics, firewalls, network access controls and bandwidth service delivery. This is a fast paced, challenging, and rewarding experience in which you are able to provide solutions on one of the most complex and high profile programs within this community.

Key Responsibilities:

• Produce clear communications to a variety of technical and non-technical audiences, track and respond to action items, support and participate in various integration activities and projects of varying urgency, size and complexity
• Provide technical support to include account provisioning support for customers to get access to services from the following cloud service providers (CSPs): Amazon Web Services (AWS), Microsoft Azure, Google Cloud IBM Cloud, Oracle Cloud
• Assist with analyzing user requirements, procedures and problems to automate or enhance existing systems and/or workflows
• Perform Tier 1 support to answer customer inquiries and help resolve issues related to the customers cloud account and the account provisioning process
• Utilize internal customer systems to set up the customers cloud account(s)
• Coordinate and attend customer meetings to provide guidance on the account provisioning process, as needed
• Develop Standard Operating Procedures (SOPs) to document team processes, as needed
• Communicate relevant customer and business information to the customer and project teams, including collecting data and drafting talking point and preparing presentation slides
• Ensure customer needs are met in a timely and cost-effective manner
• Other duties, as assigned

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Required Education, Experience, & Skills

• Bachelors degree and minimum of 3 years working in relevant IT environments
• General information technology (IT) experience
• General knowledge of Cloud services and terminology
• Must be detail-oriented
• Must have excellent grammar and communications skills (verbal and written)
• Technically competent with various software tools such as Microsoft Word, Excel, PowerPoint, HIVE and JIRA
• Ability to multi-task, conform to shifting priorities, demands and timelines through analytical and problem-solving capabilities
• Ability to react to project adjustments promptly and efficiently
• Ability to collaborate with cross-functional teams, including Development, Operations and Security teams

Preferred Education, Experience, & Skills

• Knowledge of Agency governance and compliance practices as they relate to C2E Cloud Service Providers (AWS, Azure, OCI, Google), Government best practices and Government Enterprise services, processes and procedures
• Cloud certification (AWS, Azure, OCI, Google) or demonstrated ability to perform basic scripting/configuration functions within one or more Cloud Service Providers
• Experience working in the customer space
• Experience creating/tracking tickets in Jira
• Experience using ServiceNow
• Strong track record of understanding and interest in current and emerging technologies

Pay Information
Full-Time Salary Range: $118095 - $200762

Please note: This range is based on our market pay structures. However, individual salaries are determined by a variety of factors including, but not limited to: business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience.

Employee Benefits: At BAE Systems, we support our employees in all aspects of their life, including their health and financial well-being. Regular employees scheduled to work 20+ hours per week are offered: health, dental, and vision insurance; health savings accounts; a 401(k) savings plan; disability coverage; and life and accident insurance. We also have an employee assistance program, a legal plan, and other perks including discounts on things like home, auto, and pet insurance. Our leave programs include paid time off, paid holidays, as well as other types of leave, including paid parental, military, bereavement, and any applicable federal and state sick leave. Employees may participate in the company recognition program to receive monetary or non-monetary recognition awards. Other incentives may be available based on position level and/or job specifics.

About BAE Systems Intelligence & Security
BAE Systems, Inc. is the U.S. subsidiary of BAE Systems plc, an international defense, aerospace and security company which delivers a full range of products and services for air, land and naval forces, as well as advanced electronics, security, information technology solutions and customer support services. Improving the future and protecting lives is an ambitious mission, but its what we do at BAE Systems. Working here means using your passion and ingenuity where it counts defending national security with breakthrough technology, superior products, and intelligence solutions. As you develop the latest technology and defend national security, you will continually hone your skills on a teammaking a big impact on a global scale. At BAE Systems, youll find a rewarding career that truly makes a difference.

Intelligence & Security (I&S), based in McLean, Virginia, designs and delivers advanced defense, intelligence, and security solutions that support the important missions of our customers. Our pride and dedication shows in everything we dofrom intelligence analysis, cyber operations and IT expertise to systems development, systems integration, and operations and maintenance services. Knowing that our work enables the U.S. military and government to recognize, manage and defeat threats inspires us to push ourselves and our technologies to new levels.

This position will be posted for at least 5 calendar days. The posting will remain active until the position is filled, or a qualified pool of candidates is identified.