BigFix Engineer

Location

Hybrid in Herndon, VA (3 days/week on site). Up to 25% travel

TS clearance required, TS/SCI with polygraph preferred

Four Inc. is seeking an experienced Big Fix Engineer (Enterprise Technical Support Engineer) to join our growing technical team. This role is responsible for troubleshooting, diagnosing, and resolving complex infrastructure and technology issues across enterprise and customer environments, with a strong focus on Big Fix and enterprise IT systems. The successful candidate will combine strong analytical and problem-solving skills with hands-on technical expertise to perform root cause analysis, implement permanent corrective actions, and manage critical incidents through resolution.

You’ll work closely with customers, internal engineering teams, and technology vendors to restore services, communicate technical findings, and deliver effective solutions across servers, operating systems, networking, storage, virtualization, cloud, and related technologies.

• Serve as a technical escalation resource for complex, high-impact customer issues, taking ownership from initial escalation through resolution.
• Diagnose and resolve advanced hardware, software, infrastructure, integration, and performance issues using logs, diagnostic data, and other technical evidence.
• Perform root cause analysis, reproduce issues in test environments, and develop sustainable solutions to prevent recurring problems.
• Develop, test, and implement technical fixes, workarounds, configuration changes, upgrades, and remediation plans.
• Collaborate with engineering, architecture, support, product, vendor, and customer teams to resolve issues requiring specialized expertise.
• Support major incidents and business-critical events, including incident response, service recovery, and after-hours/on-call support when required.
• Provide clear technical guidance and maintain thorough documentation of troubleshooting activities, resolutions, known issues, lessons learned, and recommended improvements.
• Conduct proactive health checks and technical assessments while staying current on supported technologies, security requirements, patches, upgrades, and industry best practices.
• Plan and support the deployment of HCL Big Fix infrastructure, including Big Fix instances, agents, relays, and purchased modules, while developing prerequisite documentation for required hardware, software, network, and configuration changes.
• Monitor, analyze, and optimize the performance, availability, and configuration of Big Fix infrastructure and applications, including SQL databases, in accordance with industry standards and HCL best practices.
• Provide advanced troubleshooting and technical assistance for Big Fix environments, including diagnosing performance, configuration, and infrastructure issues and implementing appropriate remediation and corrective actions.
• Conduct ongoing system health assessments and remediate findings from HCL annual health checks while identifying opportunities to improve operational and maintenance processes, including disaster recovery, certificate renewals, and replication.
• Plan and execute integrations between Big Fix and major enterprise applications, including Service Now, Splunk, and Qualys, while developing technical recommendations and documentation to support continuous improvement.
• Provide technical guidance, ad-hoc enablement, and knowledge transfer to customer and internal teams on Big Fix technologies, capabilities, configuration, and best practices.
• Travel to customer locations and provide after-hours support when required for business or customer needs.
• Represent Four Inc. in a professional, mission-focused manner during calls, emails, and meetings
• Uphold…