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Tier II Support Engineer

2 months ago

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

We are seeking a highly motivated and customer-oriented Cloud Support Specialist to join our team at ManTech. As a Cloud Support Specialist, you will be responsible for managing customer issues on the Cloud Platform products, developing an in-depth understanding of product technology, and acting as a consultant and subject matter expert for internal stakeholders.

Key Responsibilities
  • Manage customer issues through effective diagnosis, resolution, or implementation of new investigation tools to increase productivity.
  • Develop an in-depth understanding of product technology and underlying architectures by troubleshooting, reproducing, and determining the root cause of customer-reported issues.
  • Act as a consultant and subject matter expert for internal stakeholders in engineering, sales, and customer organizations to resolve technical deployment obstacles and improve the Cloud.
  • Work as part of a team of engineers/consultants that globally ensures 24-hour customer support.
Requirements
  • Bachelor's degree in Computer Science, Technology, Engineering, Mathematics, or equivalent (or 4 years of equivalent Information Technology experience in lieu of degree).
  • 3+ years of relevant experience with computer hardware, software, networking systems, and configuration of/trouble shooting computer systems.
  • Experience reading or debugging code using Java, C, C++,.NET, Python, Shell, Perl, and/or JavaScript.
  • Excellent customer service and communication skills (verbal and written).
  • Comprehensive understanding of Networking, Cloud technologies, and of Systems: UNIX/Linux or Windows.
  • General knowledge of any customer service ticketing system.
  • General knowledge of Google Workspace Tools (Doc, sheets, and Slides).
  • Ability to read runbooks & playbooks to provide meaningful summaries to Customers.
Desired Qualifications
  • Google Cloud experience.
  • ServiceNow experience.
  • Experience with any of the following IaaS solutions: system virtualization, on-premise and/or hybrid cloud computing, cloud identity and security system, cloud monitoring and logging, and/or local and cloud storage.
  • Experience with any of the following cloud storage solutions: SQL database administration, Google App Engine, open source software communities, cloud networking solutions, and/or distributed computing technology.
  • Understand networking fundamentals (TCP/IP, Routing, VPNs, VLANs, Peering, Load Balancing, etc.).
  • Knowledge of basic web technologies (HTTP, HTML, DNS, etc.).
Security Clearance
  • An active TS/SCI Clearance.
Physical Requirements
  • Use hands to operate a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
  • The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
  • Must be able to remain in a stationary position 50% of the time.
  • Constantly positions self to maintain computers in the lab, including under the desks and in the server closet.