What are the responsibilities and job description for the Tier I Support Engineer - Evenings position at ManTech?
Currently, 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 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.
Basic Qualifications :
Associates degree in Computer Science, Technology, Engineering, Mathematics or equivalent (or 2 years of equivalent experience in lieu of degree)
1 years of relevant Information Technology 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)
Preferred Qualifications :
Experience working with ServiceNow
CCNA or equivalent
Security Clearance Required :
- An active Top Secret Clearance is required.
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
LI-AA1 , #joinmantechc #joinmantechaa
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. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
If you are a qualified individual with a disability and require a reasonable accommodation to apply for a position with ManTech through its online applicant system, please email us at careers@mantech.com and provide your name and contact information.
