Support Specialist - Reston, United States - Ascendion

Ascendion Reston, United States

6 days ago

Description

About Ascendion

Ascendion is a full-service digital engineering solutions company. We make and manage software platforms and products that power growth and deliver captivating experiences to consumers and employees. Our engineering, cloud, data, experience design, and talent solution capabilities accelerate transformation and impact for enterprise clients. Headquartered in New Jersey, our workforce of 6,000+ Ascenders delivers solutions from around the globe. Ascendion is built differently to engineer the next.

Ascendion | Engineering to elevate life

We have a culture built on opportunity, inclusion, and a spirit of partnership. Come, change the world with us:

Build the coolest tech for worlds leading brands
Solve complex problems and learn new skills
Experience the power of transforming digital engineering for Fortune 500 clients
Master your craft with leading training programs and hands-on experience

Experience a community of change makers

Join a culture of high-performing innovators with endless ideas and a passion for tech. Our culture is the fabric of our company, and it is what makes us unique and diverse. The way we share ideas, learning, experiences, successes, and joy allows everyone to be their best at Ascendion.

About the Role:

Job Title: Support Specialist/L1 Support

Key Responsibilities:

Experienced with basic Incident Management process. Closely coordinate with Command Center Incident Managers and Incident Analyst to manage incidents. Eyes on glass monitoring the Command Center mailbox and MS-Teams Chats. Ownership and use of the MS-Teams and WebEx conference lines for triage and follow up calls. Responding for assigning MS-Teams/WebEx conference bridges and joining incident calls.
Paging of resources and groups as requested for incident triage calls using tools like xMatters, Everbridge etc.
Understanding of Incident Escalation process.
Experience with ticketing system e.g. MyServices, JIRA. Managing incident data using tools like SharePoint, Confluence. Experience in managing Helpline numbers. Experience in working in shifts, weekends and holidays to support incident calls. On occasions, managing non-critical incident calls. Ability to write clean and concise incident reports. May participate in Change Request implementations for planned maintenance or upgrade events to page out technical resources or to communicate status updates.
Ability to manage multiple tasks while effectively focusing on priority issues.

Location: Reston, VA, USA

Salary Range: The salary for this position is between $80,000 $85,000 annually. Factors which may affect pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate.

Benefits: The Company offers the following benefits for this position, subject to applicable eligibility requirements: [medical insurance] [dental insurance] [vision insurance] [401(k) retirement plan] [long-term disability insurance] [short-term disability insurance] [5 personal days accrued each calendar year. The Paid time off benefits meet the paid sick and safe time laws that pertains to the City/ State] [10-15 days of paid vacation time] [6 paid holidays and 1 floating holiday per calendar year] [Ascendion Learning Management System]

Want to change the world? Let us know.

Tell us about your experiences, education, and ambitions. Bring your knowledge, unique viewpoint, and creativity to the table. Lets talk

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