Tier I Support Engineer - Days - Security Clearance Required

ManTech is seeking a talented Tier I Support Engineer for Tysons, VA . 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.

Responsibilities included but not limited to :

• 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

This is for a day shift (6am-2pm) position. Schedule to include but not limited to rotating weekends that may be required. Schedule subject to change based on business need.

Basic Qualifications :

Preferred Qualifications :

Security Clearance Required :

Physical Requirements :

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