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- Executing assigned work orders, often under the direction and guidance of centralized services, to provide local intervention to assure SLA targets are sustained.
- Providing superior customer service experience utilising effective communication techniques.
- Install and configure Desktop Services.
- Providing initial point of contact for all network users.
- Serving as the Incident Manager overseeing corrective actions for all network incidents.
- Performing advanced analysis and troubleshooting of Desktop Services, in support of incident management processes.
- Performing testing and evaluation of supported hardware and software (firmware and drivers).
- Coordinate with Service Desk technicians, end-users, supervisors and managers to determine support requirements for new features, applications or system functionality.
- Prepare activity reports and craft recommendations for upper management review and approval.
- Directs the creation of documentations and presentation of metrics data critical to network usage and stabilitu.
- Ensures Service Desk personnel are properly trained according to the needs of the organization.
- Performing Incident Support Request lifecycle services affecting end-users (i.e. Creating, reporting, tracking, resolving and closing Incidents).
- Support team members through collaborative actions to enhance the customer experience.
- Perform corrective actions, under direction of the Section Head, to support Problem Management.
- Contribute to recommendations to the Continued Service Improvement, and/or procurement processes for Operations and Maintenance (O&M) of approved equipment.
- U.S. Citizenship and active Secret clearance.
- Practical experience within a Computer Information Systems Service Operations environment.
- Recent experience of configuring, installing and troubleshooting industry standard desktop Windows Operating Systems.
- Recent experience in PC Hardware Systems, with a good understanding of Intel x64 bit systems configuration and performance monitoring.
- Good working knowledge of TCP/IP Protocols and Standards Experience with Office Automation Solutions (printer, scanner, fax, voice, productivity packages).
- Formal qualification in PC hardware repair and configuration.
- Formal training in Local Area Network (LAN) and Public Area Network (PAN) computer operations.
- Working knowledge of ITIL processes and procedures.
- Good working knowledge of ITU-T standards and recommendations.
- Practical experience in diagnosing deficiencies in networks and associated equipment.
- Experience in working in a Service desk environment.
- Prior experience of working in an international environment comprising both military and civilian elements.
Support Engineer - Virginia, United States - Premier Group Recruitment
Description
Contract Role (through 2024)
No C2C / Secret Clearance Required
The Opportunity:
We are seeking a highly skilled Support Engineer on behalf of our client.
Responsibilities will include:
About You:
Essential:
Desirable: