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Technical Support Specialist

2 months ago

Tysons Corner, Virginia, United States ManTech Full time
Job Summary

We are seeking a highly skilled Technical Support Specialist to join our team at ManTech. As a key member of our global support team, you will provide 24x7 technical assistance to our customers, ensuring seamless operation of their hybrid on-premises Cloud infrastructure.

Key Responsibilities
  • First Point of Contact: Respond to customer inquiries, resolve technical issues, and provide timely support to maintain high customer satisfaction scores.
  • Technical Troubleshooting: Utilize debugging, networking, system administration, and coding/scripting skills to resolve complex technical problems.
  • Documentation and Knowledge Management: Maintain accurate and up-to-date documentation, runbooks, and playbooks to ensure efficient issue resolution and knowledge sharing.
  • Customer Advocacy: Build strong relationships with customers, understand their needs, and advocate for their issues with engineers and program managers.
  • Communication and Collaboration: Effectively communicate with customers, engineers, and program managers to ensure timely issue resolution and continuous improvement.
Requirements
  • Education and Experience: Bachelor's degree in Computer Science, Technology, Engineering, Mathematics, or equivalent practical experience.
  • Technical Skills: Proficiency in Networking and Cloud technologies, Systems (UNIX/Linux or Windows), customer service ticketing systems, and Google Workspace Tools.
  • Desired Qualifications: Experience with ServiceNow, CCNA certification, and active TS/SCI clearance.
Physical Requirements
  • Ability to work in a fast-paced environment with frequent changes in priorities.
  • Excellent communication and interpersonal skills.
  • Strong problem-solving and analytical skills.