Tier I Support Specialist
23 hours ago
ManTech is seeking a motivated, career-oriented Tier I Support Engineer to join our team in Tysons, VA.
Responsibilities:- Provide first contact for all customer service requests, answering phones, responding to chats, and emails.
- Maintain response and resolution speed as defined by Service Level Objectives (SLOs).
- Ensure high customer satisfaction scores and follow quality standards in 90% of cases.
- Familiar with 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.
- A customer-first attitude is a must.
- Associates degree in Computer Science, Technology, Engineering, Mathematics, or equivalent (or 2+ years of equivalent Information Technology experience in lieu of degree).
- 1+ years of relevant Information Technology experience.
- Basic understanding of Networking and Cloud technologies.
- Working knowledge of Systems: UNIX/Linux or Windows.
- Working knowledge of any customer service ticketing system.
- Great communication skills (written and verbal).
- Ability to read runbooks & playbooks & provide meaningful summaries to customers.
- Working knowledge of Google Workspace Tools (Doc, sheets, and Slides).
- Experience working with ServiceNow.
- CCNA or equivalent.
- Active TS/SCI with Polygraph clearance.
- Use hands to operate a computer and other office productivity machinery.
- 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 position self to maintain computers in the lab, including under the desks and in the server closet.
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