Tier I Support Engineer

4 days ago

Tysons Corner, Virginia, United States ManTech Full time
Secure Our Nation, Ignite Your Future

ManTech is seeking a highly motivated and customer-oriented Technical Support Specialist to join our team in Tysons, VA.

Key Responsibilities:

  • Provide exceptional customer service through phone, chat, and email support.
  • Maintain high response and resolution speed as defined by Service Level Objectives (SLOs).
  • Ensure high customer satisfaction scores and adhere to quality standards in 90% of cases.
  • Familiarize yourself with our products and reference runbooks and playbooks to provide meaningful resolutions to customers.
  • Offer high-touch assistance to highest-tier customers, build in-depth understanding of pressing customer issues, and act as an advocate for such issues with engineers and program managers.
  • Adopt a customer-first attitude.

Work Schedule:

The selected candidate will be required to work a rotating schedule that may include weekends, days, evenings, and nights.

Required Experience and Skills:

  • Associate's degree in Computer Science, Technology, Engineering, or Mathematics, or equivalent (or 2+ years of equivalent IT experience in lieu of degree).
  • 1+ years of relevant IT experience.
  • Basic understanding of networking and cloud technologies.
  • Working knowledge of systems: UNIX/Linux or Windows.
  • Working knowledge of any customer service ticketing system.
  • Excellent communication skills (written and verbal).
  • Ability to read runbooks and playbooks and provide meaningful summaries to customers.
  • Working knowledge of Google Workspace tools (Docs, Sheets, and Slides).

Desired Experience and Skills:

  • Experience working with ServiceNow.
  • CCNA or equivalent certification.

Security Clearance:

  • Active TS/SCI with Polygraph clearance.

Physical Requirements:

  • Use hands to operate a computer and other office productivity machinery.
  • Occasionally move about inside the office to access file cabinets, office machinery, etc.
  • Remain in a stationary position 50% of the time.
  • Constantly position self to maintain computers in the lab, including under desks and in the server closet.

ManTech International Corporation is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, color, sex, religion, age, sexual orientation, gender identity and expression, national origin, marital status, physical or mental disability, status as a Disabled Veteran, Recently Separated Veteran, Active Duty Wartime or Campaign Badge Veteran, Armed Forces Services Medal, or any other characteristic protected by law.

If you require a reasonable accommodation to apply for a position with ManTech through its online applicant system, please contact ManTech's Corporate EEO Department at (703) 218-6000.

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