Customer Service Support Specialist

The Contractor shall provide comprehensive 24x7x365 Network Operations Center (NOC) and Cyber Security Operations Center (CSOC) services to ensure the continuous availability, security, performance, and operational integrity of the organization's enterprise infrastructure. Services shall include proactive monitoring, incident response, cyber defense, operational engineering support, problem management, and continuous service improvement to maintain a secure and highly available enterprise environment. Responsibilities Perform enterprise network and infrastructure monitoring using Sponsor tools Identify and perform initial troubleshooting tasks Use modeling, mapping, exposure-analysis, or network-path analysis tools Monitor and track scheduled maintenance windows and change activities Team Responsibilities Provide comprehensive 24x7x365 Network Operations Center (NOC) and Cyber Security Operations Center (CSOC) services Maintain a secure and highly available enterprise environment Ensure the continuous availability, security, performance, and operational integrity of the organization's enterprise infrastructure Proactively monitor network and cyber security environments and provide Incident Response, Cyber Defense, Operational Engineering Support, Problem Management, and Continuous Service Improvement Provide monthly application metric data such as service requests, incidents, calls per application, using Sponsor's reporting tools. Any other tool or deviation from collecting performance metrics requires prior approval from Sponsor. Provide operational support for the following environments; Enterprise Local Area Network (LAN), Wide Area Network (WAN), Campus Network Infrastructure Provide operational support for the following technologies; Microsoft Azure Government Cloud, Azure Virtual Desktop (AVD), RedSeal, Microsoft Sentinel, VMware and Hyper-V virtualization platforms, Microsoft Windows Server infrastructure, and Enterprise monitoring and alerting systems Requirements TS/SCI FSP Clearance Demonstrated experience with Microsoft Sentinel and Microsoft Azure Demonstrated experience understanding enterprise network monitoring and infrastructure monitoring tools Demonstrated experience identifying and performing initial troubleshooting Demonstrated experience understanding network security modeling, mapping, exposure-analysis, or network-path analysis tools Demonstrated experience working with telecommunications carriers, Internet Service Providers (ISPs), cloud providers, OEM vendors, managed service providers, or other third-party service providers Desired Skills Demonstrated experience leading or managing personnel within a NOC, SOC/CSOC, enterprise operations center, or comparable 24x7 technical operations environment Demonstrated progressively responsible experience in enterprise IT operations, network operations, cybersecurity operations, cloud operations, or related technical disciplines Demonstrated experience supporting a Network Operations Center (NOC), Security Operations Center (SOC/CSOC), enterprise IT operations center, or comparable technical operations environment Demonstrated significant experience with Microsoft Sentinel: alert monitoring, KQL log queries, entity analysis, runbooks, or escalation Demonstrated significant experience with Azure skills: portal nav, Monitor/Log Analytics, VMs, Resource Health, or basic networking (VNets/NSGs) Demonstrated significant experience with Networking basics: TCP/IP, DNS/DHCP, subnetting, VLANs, routing, firewalls, VPNs, or LAN/WAN Demonstrated significant experience with troubleshooting outages, connectivity, packet loss/latency, or CPU/memory issues Demonstrated experience with tools for topology, paths, assets, segmentation, or vulnerabilities Demonstrated experience with Kusto Query Language (KQL) for searching, filtering, correlating, and investigating Sentinel and Log Analytics data About Us For more than 20 years, NewGen Technologies has solved our clients’ toughest IT challenges with integrity, security, and outstanding service by delivering both technology and talent. We have helped secure borders, have used artificial intelligence (AI) to fight terror, aided the identification of criminals, and have helped to prevent crime through the introduction of biometrics. Our team of Highly Cleared Specialists have hard-to-find skills and expertise in a wide spectrum of technologies to provide solutions that transform business processes and solve problems of national significance. #CJ #J-18808-Ljbffr