Description & Requirements
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.