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Tier I Support Engineer - Nights
$100,000 - 140,000
ManTech
Kidwell Drive 1951, Tysons
$100,000 - 140,000
Requirements
Must:
- I possess an Associate degree in computer science or a related field, along with 1+ years of experience in the Information Technology field; I understand that an additional 2 years of IT experience can be substituted for a degree.
- I have a basic understanding of networking and cloud technologies.
- I hold a working knowledge of systems such as UNIX/Linux or Windows.
- I am familiar with customer service ticketing systems.
- I am capable of reading runbooks and playbooks and can provide meaningful summaries to customers.
- I have working knowledge of Google Workspace tools (Docs, Sheets, and Slides).
Preferred Qualifications:
- I have great communication skills, both written and verbal.
- I have experience working with ServiceNow.
- I hold a CCNA or equivalent certification.
Responsibilities
- I serve as the first point of contact for all customer service requests by answering phones, responding to chats, and handling emails, maintaining a customer-first attitude at all times.
- I ensure that response and resolution speeds align with service level objectives (SLOs).
- I strive to maintain high customer satisfaction scores and adhere to quality standards in 90% of cases.
- I am familiar with our products and can reference runbooks and playbooks to provide meaningful resolutions to customers.
- I provide high-touch assistance to our highest tier customers, developing an in-depth understanding of their most pressing issues and advocating for these issues with engineers and program managers.
- I work the night shift from 10 PM to 6 AM, including rotating weekends as needed, with the understanding that my schedule may change based on business needs.
Description
I am excited to join a motivated, career-driven, and customer-oriented team at ManTech in Tysons, VA. As a Tier I Support Engineer, I will be an integral part of a global team that provides 24x7 support to help our customers seamlessly operate their hybrid on-premises cloud infrastructure. In this role, I will troubleshoot technical problems for customers, utilizing a mix of debugging, networking, system administration, updating documentation, and, when necessary, coding/scripting. Additionally, I understand that I will need to hold an active TS/SCI clearance with polygraph. Physical requirements include the ability to remain in a stationary position for 50% of the time, occasionally move within the office, and communicate frequently with co-workers, management, and customers.
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You can find IT Support Engineer salaries in the United States here.
How many IT Support Engineer jobs are in the United States?
Currently, there are 1245 Support openings. Check also: JIRA jobs, Confluence jobs, Linux jobs, ICT jobs - all with salary brackets.
Is the US a good place for IT Support Engineers?
The US is one of the best countries to work as a IT Support Engineer. It has a vibrant startup community, growing tech hubs and, most important: lots of interesting jobs for people who work in tech.
Which companies are hiring for IT Support Engineer jobs in the United States?
Capgemini, DataAnnotation, Accenture, CGI, Navy Federal Credit Union, TherapyNotes.com, MetroStar among others, are currently hiring for Support roles in the United States.
The company with most openings is General Dynamics Information Technology as they are hiring for 276 different IT Support Engineer jobs in the United States. They are probably quite committed to find good IT Support Engineers.
The company with most openings is General Dynamics Information Technology as they are hiring for 276 different IT Support Engineer jobs in the United States. They are probably quite committed to find good IT Support Engineers.