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Kentro · 3 days ago

Customer Service Engineer (VA ESOM)

Columbia, SC

Full-time

Hybrid

Entry, Mid Level

2+ years exp

Kentro is a company dedicated to innovation and collaboration, seeking an experienced Customer Service Engineer to support their VA-ESOM contract across the United States. The role involves providing comprehensive onsite and remote support to IT customers, diagnosing problems, and ensuring optimal operation of computer systems and equipment.

Information Technology & Services

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Support the Government with the installation, maintenance, testing, and troubleshooting of computer systems and equipment, ensuring optimal operation and user satisfaction

Assist in delivering both remote and desk-side technical support, responding to IT support tickets, and performing diagnostic and repair activities on both hardware and software components

Aid in setting up and maintaining user accounts, interfacing with other software applications, compiling reports, and responding to customer requests

Assist in the maintenance of Active Directory and other system accounts, support connectivity and client applications, and assist in the configuration and support of local and wide area network services

Monitor open tickets in VA's ServiceNow customer incident ticketing system to ensure adherence to business processes, and any discrepancies identified shall be reported with proposed corrective actions for approval before implementation

The work environment involves both sedentary and active elements, requiring careful handling of electronic components and adherence to safety precautions to prevent injuries or equipment damage

Utilize debugging protocols and processes

Troubleshoot problems and issues identified by customers and implement corrective actions quickly

Facilitate equipment returns, deployments, unboxing, inventorying, and verification

Possessing the physical capability to handle demanding tasks such as lifting equipment up to 50 pounds and bending, twisting, squatting, reaching, climbing, and crawling to navigate through facility spaces to access and repair equipment

Stand and move throughout the work area for prolonged periods

Communication & Interpersonal Skills

Active listening: Understand customer needs and concerns fully before responding

Clear verbal and written communication: Explain technical issues in simple, customer-friendly language

Empathy: Show understanding and patience with frustrated or non-technical customers

Relationship building: Develop trust and rapport with customers and colleagues

Professional demeanor: Represent the company with courtesy and confidence in all interactions

Customer-Centric Mindset

Proactive attitude: Anticipate customer needs before they escalate into issues

Continuous improvement: Seek feedback to improve both personal performance and customer experience

Ownership: Take responsibility for resolving issues from start to finish

A Customer Service Engineer may be asked to provide additional support during temporary periods of increased workload, referred to as "surge capacity." These requests would be discussed and coordinated beforehand and depending on the event, events may require the need to travel for 2 weeks at a time, equating to 12 consecutive days, departing on Monday, and returning on the Friday of the following week

Overtime is not authorized for any work to include this surge capacity

For work related travel, Kentro will pre-pay specific expenses (airfare, and hotel); expenses that are out-of-pocket will require submission of an expense report in accordance with Kentro policy. Expense reimbursements are paid out weekly. Per diem for meals and lodging will be provided for overnight stays based on the GSA Per Diem Rates for that location

Qualification

IT Technical SupportSystem AdministrationActive DirectoryDebugging ProtocolsMicrosoft OfficeCustomer-Centric MindsetCommunication Skills

Required

Bachelor's degree in computer science, electronics engineering, or other engineering or technical discipline or 8 years of additional relevant experience may be substituted for education

2+ years of experience in IT Technical Support, Help Desk or System Administration

Candidates must be able to meet the physical requirements of the role as listed in the job description

Preferred

Experience in conducting routine system administration tasks and logging data in system admin logs

Knowledge on a number of debugging protocols and processes

Adept knowledge in IT principles and practices, proficiency with Microsoft Office applications, and a basic understanding of system administration in a Windows environment

US Citizen or Green card holder

Willing and able to get a Public Trust Suitability clearance