Support Engineer

2 weeks ago

Norfolk, United States Premier Group Recruitment Full time
Job DescriptionJob Description

Contract Role (through 2024)

 

No C2C / Secret Clearance Required

 

The Opportunity:

 

We are seeking a highly skilled Support Engineer on behalf of our Norfolk, VA based client.

 

Responsibilities will include:

 

 

  • Execute assigned work orders, often under the direction and guidance of centralized services, to provide local intervention to assure SLA targets are sustained.
  • Provide superior customer service experience utilising effective communication techniques.
  • Install and configure Desktop Services.
  • Provide initial point of contact for all network users.
  • Serve as the Incident Manager overseeing corrective actions for all network incidents.
  • Perform advanced analysis and troubleshooting of Desktop Services, in support of incident management processes.
  • Perform testing and evaluation of supported hardware and software (firmware and drivers.
  • Coordinate with Service Desk technicians, end-users, supervisors and managers to determine support requirements for new features, applications or system functionality.
  • Prepare activity reports and craft recommendations for upper management review and approval.
  • Direct the creation of documentations and presentation of metrics data critical to network usage and stability.
  • Ensure Service Desk personnel are properly trained according to the needs of the organization.
  • Perform Incident Support Request lifecycle services affecting end-users (i.e. Creating, reporting, tracking, resolving and closing Incidents);
  • Support team members through collaborative actions to enhance the customer experience.
  • Perform corrective actions, under direction of the Section Head, to support Problem Management.
  • Contribute to recommendations to the Continued Service Improvement, and/or procurement processes for Operations and Maintenance (O&M) of approved equipment.

 

About You:

 

Essential:

 

  • U.S. Citizenship and active Secret clearance.
  • 3 or more years' experience with IT support and service desk operations.
  • Recent practical experience of configuring, installing and troubleshooting industry standard desktop Windows Operating Systems.
  • Recent practical experience in PC Hardware Systems, with a good understanding of Intel x64 bit systems configuration and performance monitoring.
  • Good working knowledge of TCP/IP Protocols and Standards Experience with Office Automation Solutions (printer, scanner, fax, voice, productivity packages).

 

Desirable:

 

  • Working knowledge of ITIL frameworks processes and procedures.
  • Formal qualification in PC hardware repair and configuration.
  • Formal training in Local Area Network (LAN) and Public Area Network (PAN) computer operations.
  • Good working knowledge of ITU-T standards and recommendations.
  • Practical experience in diagnosing deficiencies in networks and associated equipment.
  • Experience in working in a Service desk environment.
  • Prior experience of working in an international environment comprising both military and civilian elements.

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