Tier I Support Engineer - NightsRemoteWorker US • Vienna, VA, US

Tier I Support Engineer - Nights

RemoteWorker US • Vienna, VA, US

2 days ago

Job type

Full-time

Job description

Join to apply for the Tier I Support Engineer - Nights role at RemoteWorker US

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ManTech seeks a motivated, career and customer-oriented Tier I Support Engineer Nights to join our team in Tysons, VA.

The Tier I Support Engineer will be part of a global team that provides 24x7 support to help customers seamlessly operate their hybrid on-premises Cloud infrastructure.

In this role, you will troubleshoot technical problems for customers with a mix of debugging, networking, system administration, updating documentation, and when needed, coding / scripting.

Responsibilities Include But Are Not Limited To

First contact for all Customer service requests - Answer phones, respond to chats and emails. A customer first attitude is a must.
Maintain response and resolution speed as defined by SLOs;
Keep high customer satisfaction scores and follow quality standards in 90% of cases.
Familiar with Product and can reference runbooks and playbooks to provide a meaningful resolution to Customer
Provide high-touch assistance to highest Tier customers, build in-depth understanding of most pressing customer issues and act as an advocate for such issues with engineers and Program Managers.
Work Shift – this is for a night shift 10pm-6am position. Schedule to include but not limited to rotating weekends that may be required. Schedule subject to change based on business need.

Minimum Qualifications

Associate or bachelor's degree in computer science or related field with 1+ years of experience in the Information Technology field; an additional 2 years of Information Technology experience might be substituted for a degree

Basic understanding of Networking and Cloud technologies

Working knowledge of Systems : UNIX / Linux or Windows

Working knowledge of any customer service ticketing system

Ability to read runbooks & playbooks & provide meaningful summaries to Customers

Working knowledge of Google Workspace Tools (Doc, sheets and Slides)

Preferred Qualifications

Great communication skills (written and verbal)

Experience working with ServiceNow

CCNA or equivalent

Clearance Requirements

An active TS / SCI with Polygraph

Physical Requirements

Must be able to remain in a stationary position 50%

Needs to occasionally move about inside the office to access file cabinets, office machinery, etc.

Frequently communicates with co-workers, management, and customers.

Seniority level

Entry level

Employment type

Full-time

Job function

Information Technology

Industries

Staffing and Recruiting

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Support Engineer Tier • Vienna, VA, US