Mobility Customer Support Specialist

Ashburn, VA
Unified Communications /
Regular /
Agile Defense provides leading-edge Digital Transformation solutions to support and advance our customers' mission. We deliver innovative and high-quality services to our customers worldwide through an empowered and engaged workforce.

Requisition #: 19

Job Title: Mobility Customer Support Specialist

Location: Ashburn, VA

Clearance Level: Active CBP Suitability, DHS Suitability, Active TS

Customs Border Patrol (CBP) has a global presence with connectivity to approximately 1300 field sites as well as Other Government Agencies (OGAs) and trade partners. CBP conducts operations in 22 countries, 328 ports of entry, 129 border patrol stations within 22 sectors, and 75 AMO locations. To support its mission, CBP needs a robust, resilient, and high performing enterprise network and supporting services throughout its global footprint. The Network Services Division within the Office of Information and Technology (OIT) Enterprise Infrastructure and Operations Directorate (EIOD) provides network services and oversight of the CBP enterprise network infrastructure and comprises the Network Architecture and Engineering Division (NAED) and Network Operations Division (NOD).
This is an excellent client engagement role with the opportunity to grow working with a large enterprise network architecture and engineering team supporting our Federal customer. The Mobility Customer Support Specialist provides direct support to the Senior Mobility Engineer with Mobile Device Management (MDM) user support and issue resolution. Candidate should have working experience in supporting Enterprise Mobility Management (EMM) and MDM solutions at large scale Enterprise customers with proven delivery in supporting, maintaining and troubleshooting “complex” Air watch or equivalent MDM systems. The Mobility Analyst supports the Solution Architect with design and implementation tasks and address client queries over the phone and resolve mobile device related issues. This analyst may also support escalation and root cause analysis activities. Network engineering experience required include admin level experience with firewalls, VPN, DNS and general network and network security infrastructure. Responsibilities include the support of all updates to all documents when there is change in the transport design and/or technologies and collaborating with all stakeholders to test all related systems and processes to verify that the systems meet requirements and can host applications with no degradation to performance or security. This engineer is responsible for the preparation of test reports and Implementation Plans for each change impacting the Production environment. Experience with ITIL based Service Management workflow applications such as incident, problem and requirements management.

 Provide system administration of Enterprise Mobility Management (EMM) and Mobile Device management (MDM) solutions.
Support, maintain and troubleshoot Air watch systems
 Support the design and implementation of simple MDM solutions
Address client queries over the phone and resolve mobile device related issues
Work with the Solution Architect to implement solutions
Provide network administration support: firewalls, general network infrastructure and security fundamentals, VPN, DNS
Follow and perform ITIL Incident, problem and requirements management
Develop and implement test strategies and documents results
Provides documentation, guidance and training to end-users as needed
 Receive mentoring for MDM Airwatch solutions design and implementation by solutions architect


Required Certifications
 Eligibility/Clearance Requirements: Must be a U.S. Citizen with an active clearance.
Clearance Preference:
CBP Full BI - 1st priority
Any DHS badge + DoD Top Secret - 2nd choice
DoD Top Secret + willingness to get CBP clearance - 3rd choice (it can take 45 days to 6 months to obtain a CBP clearance – work can only begin once the clearance is fully adjudicated)
Certification Requirement: None

Education, Background, and Years of Experience
Bachelor’s degree and at least 3 years’ experience providing Information Assurance services to the DHS (preferred). Education requirement may be substituted with an additional 4 years of relevant experience.
2-4 years’ work Experience as a System Administrator – supporting, maintaining and troubleshooting MDM systems AND Smart Devices (Apple, Android devices like tablet and smart phone, Windows iOS, etc.


Required Skills
Strong understanding of servers & configuration & maintenance: Windows Server 2008 / 2003 / 2013, Exchange, 0365, Azure AD, Active Directory, Web server platforms (IIS, Apache), Linux Forms (Ubuntu, Fedora, Red Hat, Photon, Open Suse), other mail systems, web certifications such as SSL and IIS.
Strong knowledge of ITIL and Security Administration experience: Authentication, Certificate system, etc.
Technical Certifications or demonstrable experience in in one or more MDM Products (AirWatch, MobileIron, XenMobile, Symantec MDM, Good Tech).
Seeking candidate who can mentor, teach and grow a small team from within to support growing customer requirements.
Must have great communication and documentation skills.
Must be able to work with minimal supervision and possess excellent written and verbal communication skills.


Environmental Conditions
Fully Remote (Remote candidates need to be within 4 hours driving distance from NCR.)

Strength Demands
Medium – 50 lbs. Maximum lifting with frequent lift/carry up to 25 lbs.

Physical Requirements
Stand or Sit; Walk; Repetitive Motion; Use Hands / Fingers to Handle or Feel; Stoop, Kneel, Crouch, or Crawl; See; Push or Pull; Climb (stairs, ladders) or Balance (ascend / descend, work atop, traverse).
Employees of Agile Defense are our number one priority, and the importance we place on our culture here is fundamental. Our culture is alive and evolving, but it always stays true to its roots. Here, you are valued as a family member, and we believe that we can accomplish great things together. Agile Defense has been highly successful in the past few years due to our employees and the culture we create together. We believe several attributes are the root of our very best employees and extraordinary culture. We have named these attributes “The 6 H’s” – Happy, Helpful, Honest, Humble, Hungry, and Hustle.

Happy: We exhibit a positive outlook in order to create a positive environment.
Helpful: We assist each other and pull together as teammates to deliver.
Honest: We conduct our business with integrity.
Humble: We recognize that success is not achieved alone, that there is always more to learn, and that no task is below us.
Hungry: We desire to consistently improve.
Hustle: We work hard and get after it.

These Core Values are present in all our employees and our organization's aspects. Learn more about us and our culture by visiting us here.

COVID-19 Vaccination Requirements
Agile Defense is subject to federal vaccine mandates or other customer/facility vaccination requirements as a federal contractor. As such, to protect its employees' health and safety and comply with customer requirements, Agile Defense may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)