Tier I Support Engineer
4 weeks ago
Tier I Support Engineer - Nights at ManTech summary:
The Tier I Support Engineer is responsible for providing 24x7 customer support for hybrid on-premises Cloud infrastructure, focusing on troubleshooting technical issues, system administration, and customer interaction. This role demands excellent communication skills and adherence to service levels while maintaining high customer satisfaction. The position requires a basic knowledge of networking, cloud technologies, and familiarity with customer service ticketing systems.
ManTech
seeks a motivated, career and customer-oriented
Tier I Support Engineer Nights
to join our team in
Tysons, VA.
The
Tier I Support Engineer
will be part of a global team that provides 24x7 support to help customers seamlessly operate their hybrid on-premises Cloud infrastructure.
In this role, you will troubleshoot technical problems for customers with a mix of debugging, networking, system administration, updating documentation, and when needed, coding/scripting.
Responsibilities include but are not limited to:
First contact for all Customer service requests - Answer phones, respond to chats and emails. A customer first attitude is a must.
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.
Work Shift – this is for a night shift 10pm-6am position. Schedule to include but not limited to rotating weekends that may be required. Schedule subject to change based on business need.
Minimum Qualifications:
Associate degree in computer science or related field with 1+ years of experience in the Information Technology field; an additional 2 years of Information Technology experience might be substituted for a degree
Basic understanding of Networking and Cloud technologies
Working knowledge of Systems: UNIX/Linux or Windows
Working knowledge of any customer service ticketing system
Ability to read runbooks & playbooks & provide meaningful summaries to Customers
Working knowledge of Google Workspace Tools (Doc, sheets and Slides)
Preferred Qualifications :
Great communication skills (written and verbal)
Experience working with ServiceNow
CCNA or equivalent
Clearance Requirements:
An active TS/SCI with Polygraph
Physical Requirements:
Must be able to remain in a stationary position 50%
Needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
Frequently communicates with co-workers, management, and customers.
Keywords:
Tier I Support Engineer, Customer Support, Cloud Infrastructure, Technical Troubleshooting, System Administration, Networking, Customer Service, IT Support, Help Desk, ServiceNow
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