SOS International, LLC (SOSi) is currently seeking an experienced Customer Engagement Specialist to join our team at HQ USINDOPACOM at Camp Smith in Honolulu, Hawaii. The team in Honolulu, Hawaii creates network infrastructure designs for USINDOPACOM services and operates and maintains a dynamic network environment providing multiple secret enclave access and services to a global customer. Our designs are secure, reliable, and resilient, and support the USINDOPACOM’s mission and its 5000+ customers throughout the Pacific theater. Our team solves challenging technical problems with architecturally unique solutions that enable USINDOPACOM to realize critical C2 strategies.

The Customer Engagement Specialist will act as a vital liaison between our valued customers and our technical teams, aiding in seamless communication and effective resolution of incidents or service requests. The successful candidate will facilitate a high level of service, marked by a professional customer service mentality. Leveraging an understanding of the technical complexity of our environment, they will ensure the alignment of our technical solutions with the unique demands of the USINDOPACOM services and mission.

In this pivotal role, the Customer Engagement Specialist is crucial to our dynamic team, ensuring seamless operational efficiency while being at the forefront of customer engagement. The candidate should be well-versed in Department of Defense (DoD) protocols, procedures, and regulations. The position is expected to regularly interact with senior DoD personnel, communicate effectively both orally and in writing, be a creative problem solver, have excellent active listening skills, and have an energetic and positive work attitude.

 The responsibilities include but are not limited to:

• High-Level Engagement: Conduct face-to-face support for high-ranking individuals including the USINDOPACOM Commander, and other General/Flag Officers or SESs, and Foreign Liaison Officers.
• Incident Management: Efficiently identify, categorize, and manage incidents, ensuring quick resolution and minimizing impact on users and services.
• Customer Advocacy: Serve as a voice for our customers, understanding their needs, and translating those into actionable feedback and solutions.
• Trouble Tickets and Change Requests: Create, manage, and action MPE Trouble Tickets and Change Requests while adhering to documentation of work standards and troubleshooting efforts.
• Collaborative Problem-Solving: Work closely with technical teams to facilitate the resolution of incidents, leveraging your understanding of our technical environment to foster solutions that align with USINDOPACOM needs.
• Interdepartmental Liaison: Facilitate effective communication between different departments, acting as a bridge to ensure productive working relationships.
• Training and Enablement: Equip end-users with the necessary knowledge and skills to effectively use our systems and services, fostering self-sufficiency and empowerment.
• Site Surveys: Assist MPE Network Operations in conducting initial site surveys for new or changing requirements and troubleshoot tickets, determining the appropriate support needed from the customer
• Feedback Analysis and Reporting: Regularly collect and analyze user feedback to help drive continuous improvement in our services, sharing insights in meetings and reports to foster a culture of excellence.
• Documentation and Compliance: Assist in the creation and maintenance of comprehensive documentation, ensuring adherence to established protocols and compliance with Department of Defense guidelines.
• Professional Development: Take initiative in personal and professional development, seeking opportunities to enhance skills and knowledge in customer engagement and technical domains.

By joining our team, you will be playing a crucial role in a fast-paced environment, where your expertise will be central to ensuring the alignment of our technical solutions with the unique demands of the USINDOPACOM services and mission. It's a role of pivotal importance, at the intersection of customer engagement and technical resolution, always aiming for enhanced operational efficiency and customer satisfaction.

• Active in-scope Top Secret DoD security clearance with SCI Eligibility and US Passport.
• Associate’s degree in a related field (or equivalent years of experience) AND a minimum of five (5) years of related technical customer engagement experience.
• Comprehensive knowledge of the principles, methods, and techniques used in IT administration, troubleshooting and support.
• Detailed understanding of ITIL change, configuration, and release management processes.
• Strong interpersonal skills
• Excellent oral presentation and written communication skills.

• Bachelor’s degree in a customer service field, business management, or technical discipline.
• ITIL Foundations
• Prior Service Desk and Incident Management software experience (e.g., Jira, Remedy, ServiceNow)
• DoD 8570 IAT-II compliant (Security+ CE, CCNA-Security, CND, CySA+, GICSP, GSEC, or SSCP)

• Working conditions are normal for an office environment.
• Fast paced, deadline-oriented environment.
• Foreign travel and site visits will be required.
• May require periods of non-traditional working hours including consecutive nights or weekends

SOSi is an equal employment opportunity employer and affirmative action employer. All interested individuals will receive consideration and will not be discriminated against on the basis of race, color, religion, sex, national origin, disability, age, sexual orientation, gender identity, genetic information, or protected veteran status. SOSi takes affirmative action in support of its policy to advance diversity and inclusion of individuals who are minorities, women, protected veterans, and individuals with disabilities.