BigFix Engineer

Responsibilities

• Serve as a technical escalation resource for complex, high-impact customer issues from escalation through resolution
• Diagnose and resolve advanced hardware, software, infrastructure, integration, and performance issues using logs and diagnostic data
• Perform root cause analysis, reproduce issues in test environments, and develop sustainable solutions
• Develop, test, and implement technical fixes, workarounds, configuration changes, upgrades, and remediation plans
• Collaborate with engineering, architecture, support, product, vendor, and customer teams
• Support major incidents and business-critical events, including incident response, service recovery, and after-hours/on-call support
• Provide technical guidance and maintain documentation of troubleshooting activities, resolutions, known issues, lessons learned, and improvements
• Conduct proactive health checks and technical assessments
• Plan and support deployment of HCL Big Fix infrastructure, including instances, agents, relays, and purchased modules
• Develop prerequisite documentation for hardware, software, network, and configuration changes
• Monitor, analyze, and optimize Big Fix infrastructure and application performance, availability, and configuration, including SQL databases
• Provide advanced troubleshooting and remediation for Big Fix performance, configuration, and infrastructure issues
• Conduct system health assessments and remediate findings from HCL annual health checks
• Improve operational and maintenance processes, including disaster recovery, certificate renewals, and replication
• Plan and execute Big Fix integrations with Service Now, Splunk, and Qualys
• Provide technical guidance, enablement, and knowledge transfer to customer and internal teams
• Travel to customer locations and provide after-hours support when required
• Represent Four Inc. professionally and uphold company values

• Bachelor’s degree in Computer Science, Information Technology, Engineering, Cybersecurity, or a related technical field, or equivalent combination of education and relevant experience
• 5+ years of relevant systems, infrastructure, technical support, or solutions engineering experience
• 3+ years of hands-on Big Fix experience
• TS clearance required
• Ability to obtain TS/SCI clearance with polygraph and required customer-specific access credentials
• Strong knowledge of enterprise IT infrastructure
• Experience troubleshooting complex technical issues, performing root cause analysis, and developing permanent solutions
• Strong analytical, problem-solving, organizational, communication, and customer-service skills
• Ability to manage complex issues independently and communicate effectively with technical and non-technical audiences
• Experience with enterprise technology vendors, customer environments, and/or highly regulated environments preferred
• Experience with Ansible, Service Now, Tableau, Microsoft Office, collaboration platforms, CRM systems, or similar technologies
• Relevant technical certifications and experience supporting major enterprise technology manufacturers preferred
• Willingness to travel to customer locations and provide after-hours support as required
• Ability to sit or stand for extended periods
• Occasional ability to lift or carry equipment, boxes, or documents, typically under 40 lbs

Demonstrates expertise in diagnosing and resolving complex technical issues, particularly with HCL Big Fix, while providing technical guidance and support in high-impact environments. Proficient in root cause analysis, system health assessments, and optimizing enterprise IT infrastructure.

• HCL Big Fix Experience
• Root Cause Analysis
• Technical Support
• Enterprise IT Infrastructure
• TS Clearance

• Advanced Troubleshooting
• Configuration Management
• Performance Optimization
• SQL Database Management
• Incident Response
• Disaster Recovery
• Technical Documentation
• System Health Assessments
• Integration Planning
• Technical Fix Development

• Analytical Skills
• Problem-Solving
• Organizational Skills
• Communication Skills
• Customer Service Skills

• Relevant Technical Certifications
• TS/SCI Clearance

• Systems Engineering
• Infrastructure Support
• Technical Escalation
• Enterprise Technology
• Regulated Environments

• Ansible
• Service Now
• Splunk
• Tableau
• Microsoft Office
• Collaboration Platforms
• CRM Systems