Graduate Infrastructure Support Engineer – FedRAMP Platform
We are seeking a skilled and proactive graduates looking to secure a career in Cloud Technology with a keen interest Cybersecurity, to join our dynamic Infrastructure Support Engineering team.
This role is pivotal in maintaining and enhancing the global infrastructure that underpins our key services and applications. If you are looking for a role that offers progression and career development within a SOC, Operations, Infrastructure or Cyber Security.
If you have a strong technical background, a passion for troubleshooting, and a dedication to ensuring system stability, we want to hear from you!
What we are looking for...
We are looking for a graduate who is looking to start their career within an Infrastructure, Cyber Security or Sec Ops role, to join us as a Graduate Infrastructure Support Engineer with excellent problem-solving skills, technical expertise, and the ability to thrive in a fast-paced environment.
You will play a key role in designing, deploying and maintaining the global infrastructure supporting our key services and applications, with particular emphasis on supporting Continuous Monitoring (Con-Mon) of FedRAMP infrastructure and U.S. Federal Government clients.
This role combines Network Operations Centre (NOC), Security Operations Centre (SOC), and general support duties to ensure our services remain stable, secure, and efficient. As part of your training and development you will start your jouney within our Engineering Support team and after 6-12 months of learning our full product offering and systems you will transition to our Operations team.
Location...
This role is based in our Reston office, due to the nature of the role, the successful candidate must have U.S. citizenship.
Key responsibilities of the role...
Monitoring & Maintenance:
- Ensure correct alerting is configured and update local work instructions as required.
- Maintain scanning tool configurations and ensure successful completion of monthly scans.
- Identify, propose, and implement long-term solutions for recurring issues.
- Actively monitor platform alarms and assess system health.
Faults & Escalations:
- Act as an escalation point for technical faults and lead investigations into incidents.
- Develop and implement preventive measures to minimise system issues.
Software Deployment:
- Review application designs and ensure accurate documentation.
- Install and upgrade services, ensuring minimal disruption to live platforms.
- Plan and execute low to medium risk changes.
Compliance & Certification Support:
- Participate in compliance audits, ensuring FedRAMP certification tasks are completed.
- Support the creation and maintenance of documentation to align with regulatory requirements.
Customer Support:
- Respond to customer queries and incidents in line with agreed SLAs and KPIs.
- Maintain strong relationships with stakeholders, ensuring clear communication at all times.
Out-of-Hours (OOH) Work:
- Provide OOH escalation support on a rotational basis.
- Carry out scheduled changes and emergency maintenance to reduce platform disruption.
- Attend datacentre sites when required.
Training & Development:
- Mentor and train rotational engineers to ensure skill development across the team.
About you...
- A Bachelor’s degree in Computer Science or a related technical field, or equivalent experience.
- Technical experience in customer-facing support roles.
- Knowledge of monitoring tools, ticketing systems, and security practices is desirable.
- Experience in FedRAMP environments, ISO-certified operations, or ITIL practices is desirable, but not essential.
- Strong communication skills and the ability to work under pressure.
- A proactive mindset with a strong focus on customer satisfaction and technical excellence.
About the Company...
We are a global leader in enterprise cloud solutions, providing world-class communication services to some of the largest organisations worldwide. Our cutting-edge infrastructure is at the forefront of innovation, supporting critical services across sectors including emergency services and government agencies.
As an equal opportunities employer, we welcome applicants from all backgrounds. We are committed to nurturing and developing our employees, providing opportunities for growth and advancement throughout your career.
If you are ready to take on this exciting opportunity and contribute to delivering secure, stable services for global clients, apply now!
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What We Do
Content Guru is a leading global provider of enterprise-grade cloud Customer Experiences (CX), and is at the forefront of the Generative AI evolution. Content Guru’s storm® platform supports mission-critical CX for the world’s leading organizations in the public and private sectors. storm is the only cloud communications platform trusted by blue-light services delivering market-leading reliability, scalability, and functionality. Through brain®, AI services provide leading automated and human-assist capabilities to bolster CX performance before, during and after an interaction.
