Peraton ยท 3 hours ago
Customer Technical Support
United States
Full-time
Remote
Mid Level
$39K/yr - $62K/yr
3+ years exp
Maximize your interview chancesInformation TechnologyRobotics
No H1B
U.S. Citizen OnlySecurity Clearance Required
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Responsibilities
Provides Tier I and II technical software, hardware, database, Citrix, network and AWS problem resolution for clients by performing problem diagnosis and guiding users through step-by-step solutions
Provide expertise to solve first and second tier technical support issues for end-users of the organization's products and services
Uses automated information systems to analyze routine situations
Reviews incoming requests, both computer generated and verbal, sort, code and may prioritize for proper action
Resolves problems or contacts more senior technical support as necessary
Supports users by fulfilling individual requests for information and/or training in the utilization of the various databases available
Conducts technical research for source of information required in support of request for information related to ongoing programs and proposal efforts
Maintains Training and support documentation using told provided
Instructs users in the use of PCs and networks
Creates work orders to request information for users and routes in systems provided. Interacts with other team members, such as network services, software engineering, and/or applications development to restore services and/or identify and correct the core problem
Qualification
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Required
High School level plus some advanced training; Minimum of 3 years
Prior Call center experience required
Strong management capability with the ability to focus on issue at hand
In depth knowledge of IT operations and incident management processes
Familiarity with cloud architecture and best practices
Excellent interpersonal and communication skills
Experience running a 24x7x365 operations
Must be able to work on a shifting schedule and some weekend schedule
Ability to multitask effectively in a busy work environment/self-starter
Must be a US Citizen
Must be able to obtain and maintain a 6C Level Public Trust security clearance
Preferred
Knowledge of ITIL as applied to enterprise operations and incident management
Understanding of networking, cloud, security, IT hardware, etc., in an IT infrastructure environment
Familiarity with cloud architecture and best practices for deploying applications in the cloud
AWS Cloud Practitioner certification preferred
Exceptional problem-solving capabilities and use of judgment
Understanding of AWS services and cloud concepts, including EC2, S3, RDS, VPC, IAM, Lambda, and CloudFormation
Benefits
Paid Time-Off and Holidays
Retirement
Life & Disability Insurance
Career Development
Tuition Assistance and Student Loan Financing
Paid Parental Leave
Medical, Dental, & Vision Care
Company
Peraton
Peraton Fearlessly solving the toughest national security challenges.
10,001+ employees
Funding
Current Stage
Late StageLeadership Team
Thomas Terjesen
Chief Information Officer
Recent News
2024-04-18
2024-04-01
Company data provided by crunchbase
