Field Service Engineer
Location: Hendon, VA
Department: Software Engineering
Objective Interface Systems, Inc., (OIS) a leader in middleware technologies, has a need for
additional Field Service Engineers (FSE) to support the development of several new nonmiddleware products. These products are cutting edge with a customer set that is pushing OIS
to complete existing product development as rapidly as possible and address other current
problems with the creation of new products.
Summary: This is a mid-level FSE position and requires a minimum experience of 4 years in
relevant technologies. This is a true FSE position - project managers need not apply.
All applicants must be US Citizens with the ability to pass a US DOD background investigation.
Existing US DOD clearances are a plus.
General Responsibilities:
 Provide Tier 1 and Tier 2 Field Support to ensure the stable operation of customer
purchased OIS products (hardware and software)
 Gather information from customers for clarification of issue or problem, capturing
information in the task management tool, analyzing the information to identify the
underlying issue, resolve the customer issue or escalate to the product development
team for resolution
 Activities to include the installation, configuration, maintenance, and troubleshooting of
OIS products within customer enterprise infrastructures
 Handle 80% or more of the customer issues without escalation to the product
development team
 Maintain customer satisfaction with OIS products
 Provide customer feedback on desires for new features, capabilities, and products to
Sales
 Provide on-site technical product support, installation, and integration/configuration of
OIS products within a customer enterprise environment
 Provide maintenance services to include troubleshooting and repair or replacement of
failed equipment or software and upgrades to existing installed equipment and software
 Provide technical product training to include basic troubleshooting and user training to
customers, sales, and new employees
 Provide internal support to meet QA/test needs on an as available basis. When not
supporting a customer, the FSE will be required to provide support for internal IT
220 Spring Street | Suite 530 | Herndon, VA 20170-6201 | Tel +1 703 295 6500 | Fax +1 703 295 6501 | www.ois.com
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projects, product testing, creation of troubleshooting guidance, system integration and
configurations
On an as needed/ as available basis – support Sales by providing pre-sales engineering
support and systems engineering help with potential customers and at trade shows
Update existing or implement new policies and processes to manage work-flow and
communications with respect to responding to customer support requirements
Support the implementation of the help desk tracking system, with recommendations
for continuous improvement from the system, process and end user perspectives
This role will interface directly with customers, project/program managers, the product
development teams, sales, and customer service to ensure product installations occur
smoothly and installed product performance issues are resolved quickly
Education/Experience:
 BS degree in Computer Science, Computer / Electrical / Mechanical Engineering is
desired but not required – prior US military experience in similar field engineering roles
may be assessed as equivalent to a BS degree
 Experience with the Microsoft and Linux operating systems, client/server and network
configuration and administration
 Experience troubleshooting TCP/IP based network products
 Previous experience as a Field Service Engineer or help desk is desired
Knowledge/Skills/Abilities:
 Must be able to learn and conversant with: Linux, MS OS, and basic scripting
 Must have a firm knowledge and understanding of networks, protocols, and network
configuration troubleshooting skills
 Ability to generate test scripts in Python or at the command line is a plus
 Strong ability to analyze complex problems across all 7 layers of the Open Systems
Interconnect model
 Excellent verbal and written communication skills
 Strong interpersonal and customer service skills with an ability to communicate
effectively in a tense environment
 Strong attention to detail
 Ability to work as a productive team member
Working Hours:
 Normal hours of work will range from 8:00 AM to 6:00 PM
 Hours may vary and evening and weekend work may be required, on an as needed basis
to support customer needs, as directed by OIS
Working Environment:
 Work will be performed on-site in Herndon VA and off-site at a variety of customer
locations in CONUS to complete tasks.
220 Spring Street | Suite 530 | Herndon, VA 20170-6201 | Tel +1 703 295 6500 | Fax +1 703 295 6501 | www.ois.com
Physical Demands:
 This is a physically demanding position
 Applicants must be able to carry and lift equipment (up to 50 lbs) into equipment racks
at or above shoulder level.
 Digital dexterity and good hand/eye coordination will be necessary to support
integration of equipment and troubleshooting.
Travel:
 Applicant must be willing to travel up to 50%
 Travel is anticipated to be CONUS only
 Applicant must be able to provide own means of transportation to local customer
locations
Interview process will include role play of scenarios that demonstrate communication and
problem solving skills.
OIS offers very competitive compensation and benefits packages.
Interested candidates should email a resume with salary history and requirements to Raine
Blair, HR Manager: raine.blair@ois.com
OIS is an EOE AA M/F/Vet/Disability.
220 Spring Street | Suite 530 | Herndon, VA 20170-6201 | Tel +1 703 295 6500 | Fax +1 703 295 6501 | www.ois.com