30 applicants

Company

Peraton · 3 days ago

Customer Technical Specialist

United States

Full-time

Remote

Mid Level

$66K/yr - $106K/yr

3+ years exp

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Information TechnologyRobotics

Actively Hiring

No H1B

U.S. Citizen Only

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Responsibilities

Ensures maximum issue resolution in minimum time to meet Service Level Agreements.

Establishes activities to improve technical practices in the areas of quality and resolution timeframes.

Coordinates customer service activities.

Designs and maintains customer databases.

Assists users with computer hardware and/or software applications (e.g., website access, email setup, troubleshooting, etc.) for providing immediate problem resolution.

Collaborate with EMOC Analysts to facilitate resolution of ongoing enterprise-level incidents.

Manage the rapid progression of incidents from creation to completion.

Perform trend analysis on incidents, developing and publishing reports as directed.

Provide technical analyses of incidents to higher peers and subordinate NetOps Centers.

Document incidents to configuration items, track plans to resolve, prevent, and mitigate future incidents.

Set up IT support systems so end users can utilize systems with minimal issues.

Analyze incident trends and recommend corrective actions.

Engage and coordinate technical resources across IT support teams.

Ensure the incident management process is followed and perform notifications and escalations.

Ensure incident reports include adequate notes for later review and analysis.

Ensure follow-up change tickets are submitted and scheduled as appropriate.

Ensure incident tickets have the most current information and or corrective action(s).

Identifying emerging incidents and ensuring their prompt resolution.

Coordinating responses between technical teams during a service disruption to address and solve service failures as quickly and effectively as possible.

Work directly with the subject matter expert (SME) to establish procedures to prevent future incidents.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

IT call center experienceIncident managementWebEOCSolarwindsRemedyIShareTechnical analysisTrend analysisCustomer service coordinationSystem engineer processes

Required

U.S. Citizenship and must have the ability to obtain a DHS Entrance on Duty (EOD) clearance.

Bachelor's degree and 5 years' experience or Master's degree and 3 years' experience or Associate's degree and 7 years' experience or HS diploma/equivalent and 9 years' experience.

Experience working in an IT call center environment.

Working knowledge of WebEOC.

Understanding of monitoring and management tools such as Solarwinds and Remedy.

Working knowledge of iShare.

Experience working in a professional security environment balancing multiple tasks and prioritizing.

Ability to contribute to a much larger team ensuring Mission Critical Facilities issues and customer requests are met in a timely fashion.