Website Veterans Signup LLC
Our Goal is to Transform the Veterans Experience
*** This is a Conditional Job Post description in support of a sources sought notification in sam.gov where the client is seeking Keysight Ixia hardware upgrade services over a multiple year period. We expect the solicitation TBD 2026. We encourage all candidates to review our company goals and mission to submit a resume if our values and your experience align to this opportunity. ***
About Us
Veterans Signup LLC is a consulting firm whose goal is to transform the Veterans Experience. We do so by offering strategic consulting, product engineering services, and IT support to agencies, businesses, and non-profits to improve their veterans focused initiatives. We also engineer solutions directly engaging with the veterans’ community to improve benefits, products and services. Our company is helmed by a 20-year retired combat Marine Corps veteran. Veterans Signup LLC is a SBA Certified Service-Disabled Veteran Owned Small Business (SDVOSB) and Woman-Owned Small Business (WOSB). Veterans Signup is an equal opportunity company, and we encourage you to apply if you have relevant experience.
KeySight IXIA Hardware Technical Support — Job Description
Summary
Experienced technical support engineer providing first- and second-line assistance for Keysight Ixia test and visibility hardware, enabling customers and internal teams to deploy, maintain, and troubleshoot chassis, modules, NPBs, taps, and related appliances.
Key responsibilities:
- Customer and internal support: Respond to hardware and firmware support cases for Keysight Ixia products; reproduce issues, run diagnostics, and provide clear remediation steps.
- Troubleshooting and diagnostics: Diagnose failures across chassis (XGS2, XGS12), test modules (AresONE 800GE-M, WaveBlades), network packet brokers (Vision 400, E10s), copper/fiber taps, port aggregators (TPA2-CU3), and bypass switches.
- Firmware and software support: Guide customers through firmware/OS upgrades, hot-swap/module installation procedures, rollback plans, and compatibility checks.
Case management and escalation: Maintain accurate case notes, escalate complex hardware or lab reproductions to engineering or vendor RMAs, and follow through to resolution. - Reproduction and lab validation: Recreate customer environments in the test lab to validate fixes, capture packet traces, and produce reproducible test runs and logs.
- Documentation and knowledge base: Produce and update troubleshooting guides, runbooks, KB articles, and step-by-step procedures for common hardware faults and maintenance tasks.
- Training and enablement: Provide technical guidance and occasional training to field engineers, lab staff, and customers on installation, cabling best practices, and preventative maintenance.
- Quality feedback loop: Track recurrent issues, suggest product improvements to engineering, and contribute to product reliability initiatives.
Required qualifications
– Experience: 3+ years supporting or operating network test, visibility, or rack-mounted network hardware in a lab, service provider, OEM, or enterprise environment.
– Technical skills: Hands-on experience with Ethernet physical layers (copper and fiber), chassis/module handling, fiber connector care, and packet capture basics.
– Troubleshooting ability: Strong diagnostics across physical, link, and firmware layers; ability to interpret logs, console outputs, and basic packet traces.
– Communication: Clear written and verbal skills for customer-facing support and internal knowledge transfer.
– Tools: Comfortable with ticketing systems, remote support tools, serial/console access, and basic shell or diagnostic interfaces.
Preferred skills and certifications
– Product familiarity: Prior exposure to Keysight Ixia platforms (BreakingPoint, ixVeriwave/WaveTest, AresONE, Vision NPBs) or equivalent vendor products.
– Certifications: Networking certifications such as CCNA, CompTIA Network+, or vendor-specific Keysight training.
– Scripting and automation: Basic scripting for log parsing and automated diagnostics (Python, Bash, PowerShell).
– Customer experience: Field or on-site support experience and familiarity with RMA processes.
– Experience supporting the Department of Veterans Affairs or performing similar tasks in support of another federal or state agency.