Tier I Support Engineer

5 days ago

Tysons, United States ManTech Full time

ManTech is seeking a talented Tier I Support Engineer for Tysons, VA. In this role, you will be part of a global team that provides 24x7 support to help customers seamlessly operate their hybrid 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.

Responsibilities included but not limited to:

  • First contact for all Customer service requests - Answer phones, respond to chats and emails

  • Maintain response and resolution speed as defined by SLOs;

  • Keep high customer satisfaction scores and follow quality standards in 90% of cases.

  • Familiar with Product and can reference runbooks and playbooks to provide a meaningful resolution to Customer

  • Provide high-touch assistance to highest Tier customers, build in-depth understanding of most pressing customer issues and act as an advocate for such issues with engineers and Program Managers.

  • A customer first attitude is a must

Work Shift – This is for a day shift 2pm-10pm position. Schedule to include but not limited to rotating weekends that may be required. Schedule subject to change based on business need.

Basic Qualifications:

  • Associates degree in Computer Science, Technology, Engineering, Mathematics or equivalent (or 2+ years of equivalent experience in lieu of degree)

  • 1+ years of relevant Information Technology experience

  • Basic understanding of Networking and Cloud technologies

  • Working knowledge of Systems: UNIX/Linux or Windows

  • Working knowledge of any customer service ticketing system

  • Great communication skills (written and verbal)

  • Ability to read runbooks & playbooks & provide meaningful summaries to Customers

  • Working knowledge of Google Workspace Tools (Doc, sheets and Slides)

Preferred Qualifications:

  • Experience working with ServiceNow

  • CCNA or equivalent

Security Clearance Required:

  • Active TS/SCI with Polygraph clearance

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

#LI-AA1 , #joinmantechc #joinmantechaa

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