Tier I Support Engineer

4 weeks ago


Vienna, Virginia, United States ManTech Full time

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


  • Vienna, Virginia, United States ManTech Full time

    Tier I Support Engineer - Nights at ManTech summary:The Tier I Support Engineer provides 24x7 support for customers operating hybrid on-premises Cloud infrastructure, focusing on troubleshooting technical issues, debugging, and system administration. This role requires excellent customer service skills, the ability to maintain high satisfaction scores, and...


  • Vienna, Virginia, United States ManTech Full time

    ManTechseeks a motivated, career and customer-orientedTier I Support Engineer Nightsto join our team inTysons, VA.TheTier I Support Engineerwill 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...


  • Vienna, Virginia, United States ManTech Full time

    ManTech seeks a motivated, career and customer-oriented Tier I Support Engineer Nights to join our team in Tysons, VA.  Make sure to apply quickly in order to maximise your chances of being considered for an interview Read the complete job description below. The Tier I Support Engineer  will be part of a global team that provides 24x7 support to help...


  • Vienna, West Virginia, United States ManTech Full time

    ManTech seeks a motivated, career and customer-oriented Tier I Support Engineer Evenings 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...


  • Vienna, West Virginia, United States ManTech Full time

    Job SummaryThe Tier I Support Engineer will be responsible for providing technical assistance to customers with a mix of debugging, networking, system administration, and updating documentation.


  • Vienna, Virginia, United States ManTech Full time

    Tier II Support Engineer - Nights at ManTech summary:The Tier II Support Engineer provides 24/7 technical support for on-premises Cloud infrastructure, troubleshooting and resolving customer issues. This role requires expertise in networking, debugging, and system administration while collaborating with a global team to enhance productivity and customer...


  • Vienna, Virginia, United States ManTech Full time

    ManTech seeks a motivated, career and customer-oriented Tier II Support Engineer Nights to join our team in Tysons, VA  Ready to make your application Please do read through the description at least once before clicking on Apply.The Tier II Support Engineer will be part of a global team that provides 24x7 support to help customers seamlessly operate their...


  • Vienna, West Virginia, United States ManTech Full time

    ManTech seeks a motivated, career and customer-oriented Tier II Support Engineer Nights to join our team in Tysons, VAThe Tier II Support Engineer 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, the Tier II Support Engineer...


  • Vienna, West Virginia, United States Navy Federal Credit Union Full time

    Overview As a production support Engineer, I play a key role in architecting and delivering high-quality, scalable data solutions within Data Governance/ Management team that empower Saving and Membership's AI and machine learning initiatives. With deep expertise in building data pipelines, optimizing performance, and ensuring data integrity, I collaborate...


  • Vienna, West Virginia, United States Navy Federal Credit Union Full time

    Overview As a production support Engineer, I play a key role in architecting and delivering high-quality, scalable data solutions within Data Governance/ Management team that empower Saving and Membership's AI and machine learning initiatives. With deep expertise in building data pipelines, optimizing performance, and ensuring data integrity, I collaborate...


  • Vienna, West Virginia, United States Navy Federal Credit Union Full time

    Overview As a production support Engineer, I play a key role in architecting and delivering high-quality, scalable data solutions within Data Governance/ Management team that empower Saving and Membership's AI and machine learning initiatives. With deep expertise in building data pipelines, optimizing performance, and ensuring data integrity, I collaborate...


  • Vienna, West Virginia, United States Navy Federal Credit Union Full time

    OverviewAs a production support Engineer, I play a key role in architecting and delivering high-quality, scalable data solutions within Data Governance/ Management team that empower Saving and Membership's AI and machine learning initiatives. With deep expertise in building data pipelines, optimizing performance, and ensuring data integrity, I collaborate...


  • Vienna, West Virginia, United States Next Tier Concepts Inc Full time

    Welcome to Next Tier Concepts Inc! We are looking for a highly skilled Java Application Architect to join our team. As a Senior Java Developer, you will be working on a complex system of 28 web-based modules used by over 10,000 active users to meet the housing needs of over 2.5 million service members, DoD civilians, and their families.Mission Focus: The DoD...


  • Vienna, West Virginia, United States Next Tier Concepts Inc Full time

    About the RoleThe Technical Lead / Solution Architect will be responsible for leading the technical direction of complex systems, including the Military Housing system. This requires strong technical expertise, leadership skills, and the ability to work effectively in a team environment. As a member of our team, you will have the opportunity to work on...


  • Vienna, West Virginia, United States Next Tier Concepts Inc Full time

    We are seeking a highly skilled Senior Software Engineer to join our team at Next Tier Concepts Inc. As a Senior Java Developer, you will be responsible for gathering and analyzing user requirements generated through formal Change Management processes from Air Force, Army, Navy, Coast Guard, and DoD-level customers.Mission Focus: The DoD enterprise Military...


  • Vienna, West Virginia, United States Next Tier Concepts Inc Full time

    Company OverviewNext Tier Concepts Inc is an innovative company dedicated to delivering mission-critical solutions in National Security. Our team works closely with the DoD to support complex systems and ensure timely project delivery.Job DescriptionThe Technical Lead / Solution Architect will play a crucial role in supporting the Military Housing system,...

  • IT Systems Director

    5 days ago


    Vienna, West Virginia, United States Next Tier Concepts Inc Full time

    Job SummaryWe are seeking a highly skilled Technical Lead / Solution Architect to join our team at Next Tier Concepts Inc. In this role, you will be responsible for leading the technical direction of complex systems, including the Military Housing system. This requires strong technical expertise, leadership skills, and the ability to work effectively in a...


  • Vienna, West Virginia, United States Town of Vienna, VA Full time

    Salary: $91,862.00 - $163,058.00 Annually Location : Vienna, VA Job Type: Full Time - Permanent Job Number: 00540-2 Department: Public Works Division: Administration Opening Date: 02/11/2025 Closing Date: 3/9/2025 11:59 PM Eastern General Statement of Job Join our Vienna Team The Town of Vienna is a vibrant community in Fairfax County, about 15 miles west of...


  • Vienna, West Virginia, United States Tesla Laboratories, Inc. Full time

    About Tesla Laboratories, Inc.Tesla Laboratories, Inc. is a leading provider of innovative solutions in the field of information technology. Our team of experts is dedicated to delivering exceptional service and support to our clients.Job DescriptionWe are seeking a highly skilled Senior IT Service Desk Agent with expertise in image management and...


  • Vienna, Virginia, United States Integral Full time

    Overview: Bilingual (Spanish) Contact Center Agent - Mid (Tier 2) Remote, Coverage is 8am to 8pm EST Monday through Friday Active Secret Clearance Integral Federal is actively seeking a Bilingual (Spanish) Mid-Level Agent to join a new contact center support team for a federal agency. We are seeking candidates who possess strong skills in leveraging...