Technical Support Specialist
6 days ago
ManTech seeks a motivated and customer-oriented Technical Support Specialist to join its team in Tysons, VA.
The ideal candidate will be part of a global team providing 24x7 support for customers using on-premises Cloud infrastructure. When customers cannot resolve issues themselves, the Technical Support Specialist's role is to ensure that necessary tools and processes are in place to resolve the issue. This includes troubleshooting technical problems for customers with a mix of debugging, networking, system administration, updating documentation, and coding/scripting.
Job Responsibilities:
- Troubleshooting: Manage customer problems through effective diagnosis, resolution, or implementation of new investigation tools to increase productivity for customer issues on Cloud Platform products.
- Product Knowledge: Develop an in-depth understanding of product technology and underlying architectures by troubleshooting, reproducing, determining the root cause for customer reported issues, and building tools for faster diagnosis.
- Consultant: 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.
- Teamwork: Work as part of a team of engineers/consultants ensuring 24-hour customer support globally.
Work Shift: Evenings Shift (2pm-10pm), rotating weekends required. Shift schedules may change based on business needs.
Estimated Salary: $80,000 - $110,000 per year, depending on experience.
Qualifications:
- Bachelor's degree in Computer Science, Technology, Engineering, Mathematics or equivalent (or 4+ years of IT experience in lieu of degree).
- 3+ years relevant experience with computer hardware, software, networking systems, and configuration/troubleshooting computer systems.
- Experience reading/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 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.
Preferred Qualifications:
- Google Cloud experience.
- ServiceNow experience.
- Experience with IaaS solutions: system virtualization, on-premises and/or hybrid cloud computing, cloud identity and security system, cloud monitoring and logging, and/or local and cloud storage.
- Experience with cloud storage solutions: SQL database administration, Google App Engine, open source software communities, cloud networking solutions, and/or distributed computing technology.
- Understanding of networking fundamentals (TCP/IP, Routing, VPNs, VLANs, Peering, Load Balancing, etc.).
- Knowledge of basic web technologies (HTTP, HTML, DNS, etc.).
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