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CACI International Inc · 1 day ago

Product Support Engineer

AHN DURHAM NC

Full-time

Onsite

Entry Level

$52K/yr - $106K/yr

1+ years exp

CACI International Inc is a company dedicated to supporting the Department of Homeland Security's mission. They are seeking a Product Support Engineer to provide advanced Tier 2 remote support for end users experiencing issues with Customs and Border Protection applications and to lead IT projects and improve help desk processes.

Information TechnologyService IndustrySoftware

Comp. & Benefits

No H1B

U.S. Citizen Only

Responsibilities

Provide advanced Tier 2 remote support and troubleshooting for end users experiencing various issues with CBP applications/application software

Researches, reproduces, diagnoses, and resolve issues using TEAMS and ServiceNow

Works independently to communicate technical information to users in a manner they understand and provide clear instructions for resolution

Establish a timely process through which problems are addressed, including problem recognition, research, isolation, resolution, and follow-up steps

Lead or contribute to IT projects such as system upgrades, migrations, regression testing and confirming new deployments for functionality

Develop and maintain knowledge base articles, training materials, and documentation for the help desk team

Define and strategize Incident, Knowledge, and Problem management across a large-scale organization

Collaborate with application development teams to identify and correct core problems, often occurring due to platform/application upgrades and change request deployments

Possess and apply a comprehensive knowledge of working with end user business applications/software

Collaborate with the application teams to identify, respond, and resolve tickets in a timely manner

Act as a liaison between the help desk and enterprise clients, ensuring clear communication and high customer satisfaction

Lead initiatives to improve help desk processes, efficiency, and customer service quality

Qualification

Service Desk Ticketing SystemAdvanced User SupportIncident ManagementProblem ManagementAgile Software DevelopmentDocumentation SkillsListening SkillsCustomer ServiceTechnical CertificationsCBP/DHS ExperienceTeam Collaboration

Required

Must be a U.S. Citizen with the ability to pass CBP background investigation, criteria include, but not limited to: 3-year check for felony convictions, 1 year check for illegal drug use, 1 year check for misconduct such as theft or fraud

Bachelor's Degree or equivalent experience and minimum 1 or more years of Help Desk or related technical experience (experience considered in lieu of degree)

Experience using a service desk ticketing system

Experience providing advanced support to end-users spanning a variety of application/software issues

Experience working with a development team in identifying, researching, and resolving advanced application software issues

Experience documenting, tracking, and monitoring the problem to ensure a timely resolution

Ensuring product quality and timeliness of efforts

Demonstrated Incident, Knowledge, and Problem Management

Available for an on-call rotation depending on the application that is supported. (There are a very limited number of applications that require on-call support. The majority do not)

Preferred

Designing and Developing the Angular front end within a team of 3-4 other developers

Primary focus will be the front end, but occasionally will need to work on specific backend aspects of the system such as Chat (leveraging XMPP protocol) or File Sharing (leveraging AWS S3) or Video Streaming

Experience with HTML / CSS and using 3rd party UI component libraries, such as Syncfusion

Experience with Spring Boot and ideally Spring Data and Spring Security

Experience or education with information systems analyst or business analyst work

Experience with ServiceNow

Experience with Problem and Incident Management

ITIL Certification, other Technical Certifications

Strong, active listening skills

CBP, DHS, Border Patrol Systems or Tier 2 Application Support experience

Benefits

Healthcare

Wellness

Financial

Retirement

Family support

Continuing education

Time off benefits

Company

CACI International Inc

Glassdoor4.0

At CACI International Inc (NYSE: CACI), our 25,000 talented and dynamic employees are ever vigilant in delivering distinctive expertise and technology to meet our customers’ greatest challenges in national security.

Founded in 1962

Arlington, Virginia, USA

10001+ employees