Network Support Technician

Sherpa

. Provide Tier I/II technical support for Watchtower customers and end users .

Posted 6/12/2026full-timeRemote • North Carolina • 🇺🇸 United StatesSeniorLead💰 $90,000 - $130,000 per yearWebsite

Tech Stack

Tools & technologies

AndroidAWSCloudCyber SecurityiOSLinux

About the role

Key responsibilities & impact

Provide Tier I/II technical support for Watchtower customers and end users
Troubleshoot hardware, software, network, and mobile device issues across multiple environments
Support Android, iOS, Windows, and Linux operating systems
Diagnose and resolve Mobile Device Management (MDM) enrollment, configuration, compliance, and connectivity issues
Analyze system logs and identify root causes of technical problems
Escalate complex issues to engineering teams while maintaining customer ownership and communication
Monitor support ticket queues and ensure timely resolution of customer issues
Collaborate with Air Force base personnel and government stakeholders to understand site-specific operational requirements
Configure, customize, and validate DMSAT systems to meet mission objectives and customer requirements
Coordinate and oversee on-site installation and deployment of DMSAT equipment and associated infrastructure
Conduct operational testing and validation to ensure system readiness
Support sustainment activities and lifecycle management of deployed systems
Provide on-site technical support during deployment, operational exercises, and training events
Conduct hands-on training sessions for Airmen, operators, administrators, and customer personnel
Develop and maintain training materials, user guides, quick-reference guides, and Standard Operating Procedures (SOPs)
Provide customer onboarding and operational best practices guidance
Demonstrate system functionality and capabilities to users and stakeholders
Deliver both remote and in-person technical instruction
Assist with deployment, configuration, and maintenance of: Mobile Device Management (MDM) platforms, Windows and Linux servers, Virtualized environments, VPN solutions, Active Directory and LDAP services, Cloud-based services and infrastructure
Support software updates, patch management, and system hardening efforts
Assist in applying and validating DISA STIG compliance requirements
Support network connectivity, encryption, certificate management, and secure communications
Prepare and maintain deployment documentation, installation reports, training records, and operational checklists
Document troubleshooting procedures, lessons learned, and technical solutions
Capture bug reports and support root cause analysis efforts
Maintain accurate customer support records and deployment status reports
Support tactical communications and mobility solutions for DoD customers
Participate in customer site visits, field installations, and operational exercises
Ensure compliance with contractual, safety, security, and operational requirements
Coordinate with internal engineering teams, government stakeholders, and customer representatives to ensure mission success
Participate in after-hours support activities as required

Requirements

What you’ll need

Bachelor's Degree (BA/BS) in Information Technology, Computer Science, Cybersecurity, Network Engineering, Electronics, Communications, or related field
Additional years of directly related experience may be substituted for a degree
Minimum of 10 years of experience in Network Engineering, Systems Administration, Technical Support, Tactical Communications, Deployment Operations, or related technical disciplines
Minimum of 3 years supporting Department of Defense, Federal Government, or military communications environments
Experience supporting enterprise mobile device management (MDM), tactical networking, or situational awareness platforms
CompTIA Security+ CE certification or equivalent certification that satisfies DoD 8570/8140 workforce requirements
AWS Certified Cloud Practitioner certification (required)

Benefits

Comp & perks

We offer a competitive benefits package, covering the cost of medical for you and your family
we also offer dental, vision, health and wellness benefits
a generous retirement savings plan
we extend a generous PTO policy

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical supporttroubleshootingMobile Device Management (MDM)system analysisoperational testingsystem configurationpatch managementnetwork connectivityencryptionroot cause analysis

Soft Skills

customer communicationcollaborationtrainingdocumentationproblem-solvingownershipinstructionorganizational skillsattention to detailadaptability

Certifications

CompTIA Security+ CEAWS Certified Cloud Practitioner