Tier I Support Specialist

23 hours ago


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

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.
Requirements:
  • 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).
Desired Qualifications:
  • Experience working with ServiceNow.
  • CCNA or equivalent.
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.
  • 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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