Network Support Engineer bei ManTech

MANTECH seeks a motivated and customer-focused Network Support Engineer Tier 1 at Hill Air Force Base, UT to join our global team, providing critical 24/7 support for customers operating hybrid on-premises and Google Cloud infrastructure. You will be the first point of contact for customer service requests, troubleshooting technical problems and ensuring timely resolutions. Onsite – 9-hour shifts (6 positions)Shifts Monday through Sunday: 07:00 to 4:00pm (shift 1) – 3:00pm to 12:00am (shift 2) and 11:00pm to 08:00 (shift 3) – there will be a 1 hour overlap with the previous shift. Shift differential applies to 2nd and 3rd shifts only.Responsibilities include but are not limited to:Customer Support:Serve as the first point of contact for customer inquiries via phone, chat, and email.Adhere to defined Service Level Agreements (SLAs) for response and resolution times.Maintain high customer satisfaction scores and quality standards.Use established runbooks and playbooks to provide accurate and effective resolutions.Technical Troubleshooting:Troubleshoot technical issues by debugging, administering systems, and updating documentation.Leverage your knowledge of networking, systems administration, and basic scripting to resolve problems.Act as an advocate for customers by building a deep understanding of their most pressing issues and communicating them to senior engineers and program managers.Minimum Qualifications:Associate’s degree in computer science, Technology, Engineering, or Mathematics; an additional 2 years of equivalent experience might be substituted for degree.1+ years of experience with networking and cloud technologies.Working knowledge of either UNIX/Linux or Windows operating systems.The ability to effectively read and summarize information from runbooks and playbooks for customers.Preferred Qualifications:Google Cloud Platform (GCP) certification or a CCNA equivalent.Familiarity with customer service ticketing systems (ServiceNow).Clearance Requirements:Active TS/SCI security clearance.Physical Requirements:Office-based work with extended periods of sedentary activity and occasional movementTravel by car or air to attend meetings and conferences as neededFrequent communication with colleagues, management, and clients, including presentation delivery and accurate information exchange Jetzt bewerben