Professional Service Systems Engineer

Job Summary

The Professional Service Systems Engineer works alongside technicians, technical support, other HPS engineers, and product managers to coordinate with the various Hirsch teams to deliver integration services and specialized support to Hirsch SLA customers. This particular role will act as a remote and onsite technical resource providing customer visibility, implementation services, scheduled and emergency maintenance services, advanced technical troubleshooting support, and problem resolution for our US and EMEA customers. Professional Service Systems Engineers must be able to manage hot issues by setting customer expectations, devising, and implementing action plans, being available as needed, and professionally communicating with all parties involved.

Responsibilities and Duties

• Provide hands-on involvement for technical installation and configuration of Hirsch products including troubleshooting, customer acceptance testing and completion documentation.
• Conduct CSMS (Cybersecurity Management System) tasks, including deployment, implementation, monitoring, and improvement of security protocols.
• Perform regular cybersecurity scanning, analyze vulnerabilities, and create detailed reports, and document findings and remediation steps.
• Provide coaching for the customer-identified resource(s) who will be running day-to-day operation of the products.
• Implement on-site solutions, while ensuring customer (partner and End User) satisfaction with Hirsch systems.
• Serve as a technical authority on Hirsch product technologies via on-site, phone, and electronic media.
• Provide technical support onsite, as well as via telephone, and electronic media.
• Own and complete complex technical tasks for Hirsch clients including PoC engagements, within their pilot and production infrastructure.
• Must be able to pass a federal background check and obtain a security clearance.
• Act as a Trusted Advisor to customers.

Requirements

• Minimum 4 years of technical experience with Physical Access Control, Video, and Intrusion Detection Systems and/or related hardware/device
• Hirsch product line knowledge
• Ability to travel 50% across different Germany regions and work remote
• Experience with storage arrays including SAN and NAS solutions
• Experience with virtualization technology including VM Ware or Microsoft Virtual Server.
• Experience with Microsoft Cluster technology
• Experience with government technical publications and implementation desired (HSPD-12, FISMA, FIPS-12, DISA, NIST, FICAM)
• CISSP, MCSE/MCITP, CCNA, Security+, Network+ preferred. Will consider related field (or equivalent) experience
• Working knowledge of Windows Server 2012, 2016, 2019 and 2022; Windows 10, Windows 11.
• Working knowledge of SQL Server 2016, 2017, 2019 and 2022
• Working knowledge of Active Directory, Group Policy, DHCP, DNS, IIS (Architecture, design, disaster recovery, and troubleshooting).
• Working knowledge with Tenable Nessus, ACAS and SCAP Scanner, STIG checklists and WSUS update tools.
• Superior problem solving and troubleshooting skills at the System Engineer level.
• Exceptional customer service, overall communication, and technical writing skills
• Ability to communicate and work with other internal departments
• Ability to work independently with minimal management supervision and as part of the team
• Demonstrated aptitude for providing exceptional customer service in politically charged environments
• Ability to enhance the technical expertise of peers via the development of system training, mentoring of new hires, and team content development
• Ability to apply technology to improve existing products and systems at customers and for internal use
• Ability to actively participate in team support by proposing and implementing solutions
• Assist in developing strategies to gain additional Premier support accounts by contacting and establishing relationships with Premier Support Managers and Technical Account Managers

Other Desired Skills and Experience

• Experience in sales of IT-Infrastructure devices and solutions a plus
• German fluency is a plus
• PKI and Smartcard experience are a plus
• 2+ years of related experience with applied experience working with Local, State and Federal Government agencies on solutions, policies, processes, emerging technologies, and methodologies including but not limited to continuous evaluation and insider threat mitigation strategies is highly desirable

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