KGS Group ยท 3 months ago
IT Support Engineer - SNOC, Kuiper Government Solutions (KGS)
Arlington, VA
Full-time
Onsite
Mid Level
$55K/yr - $122K/yr
4+ years expKGS LLC is Amazon's dedicated effort to provide secure satellite broadband connectivity to U.S. government customers. They are seeking a highly motivated IT Support Engineer to join their Secure Network Operations Center (SNOC) team, where the role involves interfacing with government users, resolving technical issues, and ensuring a seamless customer experience.
ConsultingEnvironmental EngineeringMechanical EngineeringProject Management
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Oversee authentication, triage, and resolution workflows in accordance with KGS operational playbooks
Monitor ServiceNow queues and broadband performance dashboards to manage workload and response times
Serve as the first point of technical and procedural escalation for support personnel
Ensure timely and accurate communication with mission stakeholders
Audit tickets and communications for quality and completeness, providing real-time feedback to technicians
Coordinate shift turnover briefings and ensure continuity of operations across multiple shifts
Tailor and refine SNOC tooling (e.g., ServiceNow, Amazon Connect) to support mission-specific workflows
Support and track incident resolution lifecycles, ensuring compliance with SLAs and incident reporting procedures
Mentor and develop support staff by identifying training gaps, recommending development paths, and enforcing performance standards
Partner with SNOC leadership on process improvements, metrics reporting, and workforce planning
Qualification
Required
4+ years of networking (such as DNS, DHCP, SSL, OSI Model, and TCP/IP) experience
4+ years of technical support experience
4+ years of corporate setting Windows, Mac or Linux Operating systems support experience
Bachelor's degree in IT, computer science or equivalent
This position requires that the candidate selected be a US Citizen and must currently possess and maintain an active TS/SCI security clearance
Preferred
Experience supporting video conference and teleconference equipment
Experience with AWS Console metrics and reporting
Experience with ITOM ticket management tools
Experience in customer-facing support environments
Benefits
Equity
Sign-on payments
Full range of medical, financial, and/or other benefits
Company
KGS Group
KGS Group is an engineering consulting firm that offers project management, geotechnical, geomatics and consulting services.
501-1000 employees
Funding
Current Stage
Late StageRecent News
2025-11-05
Company data provided by crunchbase