Tier I Support Engineer - Evenings

ManTech seeks a motivated, career and customer-oriented Tier I Support Engineer Evenings to join our team in Tysons, VA.  The Tier I Support Engineer  will be part of a global team that provides 24x7 support to help customers seamlessly operate their hybrid on-premises Cloud infrastructure.In this role, you will troubleshoot technical problems for customers with a mix of debugging, networking, system administration, updating documentation, and when needed, coding/scripting. Responsibilities include but are not limited to:First contact for all Customer service requests - Answer phones, respond to chats and emails. A customer first attitude is a must.Maintain response and resolution speed as defined by SLOs;Keep high customer satisfaction scores and follow quality standards in 90% of cases.Familiar with Product and can reference runbooks and playbooks to provide a meaningful resolution to Customer Provide high-touch assistance to highest Tier customers, build in-depth understanding of most pressing customer issues and act as an advocate for such issues with engineers and Program Managers.           Work Shift - this is for a evening shift 2pm-10pm position. Schedule to include but not limited to rotating weekends that may be required. Schedule subject to change based on business need.Minimum Qualifications:Associate's degree in computer science or related field with 1+ years of experience in the Information Technology field; an additional 2 years of Information Technology experience might be substituted for a degreeBasic understanding of Networking and Cloud technologiesWorking knowledge of Systems: UNIX/Linux or WindowsWorking knowledge of any customer service ticketing systemAbility to read runbooks & playbooks & provide meaningful summaries to CustomersWorking knowledge of Google Workspace Tools (Doc, sheets and Slides)Preferred Qualifications:Great communication skills (written and verbal)Experience working with ServiceNowCCNA or equivalentClearance Requirements:An active TS/SCI with PolygraphPhysical Requirements:Must be able to remain in a stationary position 50%Needs to occasionally move about inside the office to access file cabinets, office machinery, etc.Frequently communicates with co-workers, management, and customers. 

Created: 2025-05-02