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    Software Support Engineer - Herndon, United States - ManTech

    ManTech
    ManTech Herndon, United States

    3 weeks ago

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    Description
    Secure our Nation, Ignite your Future

    Are you passionate about the security of our nation? Join ManTech and help protect our national security while working on innovative projects that offer opportunities for advancement.

    We encourage our team members to share and grow their skills and expertise while creating robust and state-of-the-art solutions.
    ManTech

    is looking for a driven

    Software Support Engineer

    in

    Herndon

    ,


    VA


    to join an elite team of Software Developers, Data Engineers, and System Engineers who are developing and deploying unprecedented capabilities for the Intelligence Community.

    If you're interested in directly changing the way new technology is used to protect our country, come join us Our ideal candidate understands the importance of putting the customer first and focuses on the quality of the customer's experience by ensuring their technical queries are resolved in a timely and satisfactory manner.

    We consider our Support Engineers an essential part of managing the entire Software Development Lifecycle and are
    Responsibilities include, but are not li


    mited to:


    Assist customers (end users) with application installations, resolving queries via our desktop support solutions, and escalating serious issues to the software development team.

    Provide customers with software support via written or verbal communications, including chat function, emails, and calls.

    Help users understand the application workflow and what user roles can perform various functions at various stages.


    Troubleshoot software issues by asking customers targeted questions, provide customers with step-by-step guidance to resolve their issues and follow up on technical queries to provide prompt feedback and resolutions while also obtaining the details of their query so our developers can adapt and learn from the exchange with the customer.

    Prioritize customer queries and escalating more complex issues to the appropriate Product Manager to assign Tier 2/Tier 3 support.

    Document potential bugs and monitoring performance metrics.

    Relay application functionality feedback from customers to Software Developers and Data Engineers.

    Compile software instruction manuals and useful software support resources.


    Participate in the change management process, including reviewing Change Requests and assisting the Software Development Manager, Branch Chief and Program Management in the assessment of security impact, customer experience, level of effort for developers and lead time to deliver any proposed changes.

    Monitor system recovery processes to ensure security features and functions are properly restored and functioning correctly following an outage.

    Work with project teams responsible for engineering and packaging releases to integrate within the customer's production software environment.


    Basic Qualifications:
    2+ years of experience providing technology support to customers in a fast-paced setting

    Experience supporting end users

    Experience using different database tools to store and retrieve information and documents

    Ability to prioritize and diagnose software or application problems

    Ability to relay important application and customer end users' experience feedback to Software Developers and Product Owners

    Ability to document work processes to include flowcharts and SOP (Standard Operating Procedures), Quick Start Guides and training materials and to monitor performance metrics

    Ability to proficiently document processes and monitor performance metrics

    Active TS/SCI with Polygraph clearance


    Preferred Qualifications:
    Experience in resolving customer IT queries

    Experience working with JIRA to create tickets and move them through workflow process

    Experience working with Confluence. to create and update content

    Knowledge of how software, hardware, and network configurations operate together to support customers

    Experience in Software Development

    Experience with supporting the technical direction, and training practices of experienced Support Engineering staff (Tier 1 and Tier 2 Level Service Desk)

    Experience with security efforts related to modern Windows, Linux, UNIX, Cisco, SQL or Oracle databases, and virtualized systems

    Experience with assembling "Quick Start Guides" for customized software applications

    Experience implementing testing strategies and documenting results

    Experience providing customized training packages for select end user groups

    Experience creating and updating various forms of training materials

    Experience creating "how to" content via user guides and/or short videos

    Bachelor's degree in computer science, information technology, or similar technical field of study

    Ability to quickly learn how to use JIRA to create service tickets and move them through the workflow process

    Ability to quickly learn how to use Confluence to create and update content

    Ability to demonstrate effective questioning and listening skills to clearly identify the users' needs

    Ability to demonstrate effective written and verbal communication skills


    Physical Requirements:
    Must be able to remain in a stationary position 50%

    Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine and computer printer


    The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.

    #LI-MT1
    SKN.7.23

    For all positions requiring access to technology/software source code that is subject to export control laws, employment with the company is contingent on either verifying U.S.-person status or obtaining any necessary license.

    The applicant will be required to answer certain questions for export control purposes, and that information will be reviewed by compliance personnel to ensure compliance with federal law.

    ManTech may choose not to apply for a license for such individuals whose access to export-controlled technology or software source code may require authorization and may decline to proceed with an applicant on that basis alone.

    ManTech International Corporation, as well as its subsidiaries proactively fulfills its role as an equal opportunity employer.

    We do not discriminate against any employee or applicant for employment because of race, color, sex, religion, age, sexual orientation, gender identity and expression, national origin, marital status, physical or mental disability, status as a Disabled Veteran, Recently Separated Veteran, Active Duty Wartime or Campaign Badge Veteran, Armed Forces Services Medal, or any other characteristic protected by law.

    If you require a reasonable accommodation to apply for a position with ManTech through its online applicant system, please contact ManTech's Corporate EEO Department at ManTech is an affirmative action/equal opportunity employer - minorities, females, disabled and protected veterans are urged to apply.

    ManTech's utilization of any external recruitment or job placement agency is predicated upon its full compliance with our equal opportunity/affirmative action policies.

    ManTech does not accept resumes from unsolicited recruiting firms. We pay no fees for unsolicited services.

    If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access as a result of your disability.

    To request an accommodation please click and provide your name and contact information.

    #J-18808-Ljbffr
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