Tier I Support Engineer - Nights

General information

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.