Tier I Support Engineer - Evenings

ManTech

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.