Tier II Support Engineer

5 days ago

Tysons, United States ManTech Full time

ManTech is seeking a motivated, career and customer-oriented Tier II Support Engineer to join our team in Tysons, VA.

In this role, you will be part of a global team that provides 24x7 support to help customers seamlessly operate their on-premises Cloud infrastructure. When customers cannot resolve issues themselves, your job will be to ensure that we have the necessary tools and processes to resolve the issue. You will troubleshoot technical problems for customers with a mix of debugging, networking, system administration, updating documentation, and when needed, coding/scripting.

Job responsibilities

  • Manage the customer’s problem through effective diagnosis, resolution, or implementation of new investigation tools to increase productivity for customer issues on the Cloud Platform products.
  • Develop an in-depth understanding of the product technology and underlying architectures by troubleshooting, reproducing, determining the root cause for customer reported issues, and building tools for faster diagnosis.
  • Act as a consultant and subject matter expert for internal stakeholders in engineering, sales, and customer organizations to resolve technical deployment obstacles and improve the Cloud.
  • Work as part of a team of engineers/consultants that globally ensures 24 hour customer support

Work Shift –

This role will be a Evenings Shift 2pm-10pm. Rotating Weekends are required. Shift schedules are subject to change based on business needs.

Minimum Qualifications:

  • Bachelor’s degree in Computer Science, Technology, Engineering, Mathematics or equivalent (or 4+ years of equivalent Information Technology experience in lieu of degree)
  • 3+ years relevant experience with computer hardware, software, networking systems, and configuration of/trouble shooting computer systems.
  • Experience reading or debugging code using Java, C, C++, .NET, Python, Shell, Perl, and/or JavaScript.
  • Excellent customer service and communication skills (verbal and written)
  • Comprehensive understanding of Networking, Cloud technologies and of Systems:
    UNIX/Linux or Windows
  • General knowledge of any customer service ticketing system
  • General knowledge of Google Workspace Tools (Doc, sheets and Slides)
  • Ability to read runbooks & playbooks to provide meaningful summaries to Customers.

Preferred Qualifications:

  • Google Cloud experience
  • ServiceNow experience
  • Experience with any of the following IaaS solutions: system virtualization, on-premises and/or hybrid cloud computing, cloud identity and security system, cloud monitoring and logging and/or local and cloud storage.
  • Experience with any of the following cloud storage solutions: SQL database administration, Google App Engine, open source software communities, cloud networking solutions and/or distributed computing technology.
  • Understand networking fundamentals (TCP/IP, Routing, VPNs, VLANs, Peering, Load Balancing, etc.)
  • Knowledge of basic web technologies (HTTP, HTML, DNS, etc.

Security Clearance Required

  • An active Top Secret Clearance is required

Physical Requirements:

  • Use hands to operate a computer and other office productivity machinery, such as a calculator, copy machine and computer printer.
  • The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
  • Must be able to remain in a stationary position 50% of the time
  • Constantly positions self to maintain computers in the lab, including under the desks and in the server closet.

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