ManTech seeks a motivated, career and customer-oriented
Tier I Support Engineer Evenings 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 evening shift 2pm-10pm 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'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.