Tier I Support Engineer

Secure our Nation, Ignite your Future In this role, you will be part of a global team that provides 24x7 support to help customers seamlessly operate their hybrid on-premises Cloud infrastructure. When customers cannot resolve issues themselves, your job will be to ensure that we have the necessary tools and processes to resolve the issue. You will troubleshoot technical problems for customers with a mix of debugging, networking, system administration, updating documentation, and when needed, coding/scripting. Duties, Tasks & Responsibilities First contact for all Customer service requests - Answer phones, respond to chats and emails
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. A customer first attitude is a must Work Shift -Schedule to include but not limited to rotating weekends that may be required. Days, Evenings, and Nights positions available. Required Experience, Skills, & Technologies Bachelor's degree in Computer Science, Technology, Engineering, Mathematics, or 4+ years of equivalent practical experience.
1+ years of relevant 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 Experience, Skills & Technologies Experience working with ServiceNow
CCNA or equivalent Security Clearance Required TS/SCI with Polygraph Physical Requirements: Use hands to operate a computer and other office productivity machinery, such as a calculator, copy machine and computer printer. The person in this position needs to 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 positions self to maintain computers in the lab, including under the desks and in the server closet , For all positions requiring access to technology/software source code that is subject to export control laws, employment with the company is contingent on either verifying U.S.-person status or obtaining any necessary license.The applicant will be required to answer certain questions for export control purposes, and that information will be reviewed by compliance personnel to ensure compliance with federal law. ManTech may choose not to apply for a license for such individuals whose access to export-controlled technology or software source code may require authorization and may decline to proceed with an applicant on that basis alone. ManTech International Corporation, as well as its subsidiaries proactively fulfills its role as an equal opportunity employer. We do not discriminate against any employee or applicant for employment because of race, color, sex, religion, age, sexual orientation, gender identity and expression, national origin, marital status, physical or mental disability, status as a Disabled Veteran, Recently Separated Veteran, Active Duty Wartime or Campaign Badge Veteran, Armed Forces Services Medal, or any other characteristic protected by law. If you require a reasonable accommodation to apply for a position with ManTech through its online applicant system, please contact ManTechs Corporate EEO Department at . ManTech is an affirmative action/equal opportunity employer - minorities, females, disabled and protected veterans are urged to apply. ManTechs utilization of any external recruitment or job placement agency is predicated upon its full compliance with our equal opportunity/affirmative action policies. ManTech does not accept resumes from unsolicited recruiting firms. We pay no fees for unsolicited services. If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access as a result of your disability. To request an accommodation please click and provide your name and contact information.