Tier I Support Engineer – Days

ManTech is seeking a motivated, career and customer-oriented Tier I Support Engineer to join our team in Tysons, VA.Responsibilities include but are 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 Evenings 6am to 2pm. Rotating Weekends are required. Schedules are subject to change based on business needs.Required Experience, Skills, & Technologies Associates degree in Computer Science, Technology, Engineering, Mathematics or equivalent (or 2 years of relevant 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)Desired Experience, Skills & Technologies Experience working with ServiceNow CCNA or equivalentSecurity Clearance Required Active TS/SCI with Polygraph clearancePhysical 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