Customer Technical Support

Responsibilities

Peraton is looking for a Customer Technical Support. The qualified individual will be joining a high performing team and being 100% remote work is a plus!.  

What you will do:

• Provides Tier I and II technical software, hardware, database, Citrix, network and AWS problem resolution for clients by performing problem diagnosis and guiding users through step-by-step solutions
• Provide expertise to solve first and second tier technical support issues for end-users of the organization's products and services
• Uses automated information systems to analyze routine situations
• Reviews incoming requests, both computer generated and verbal, sort, code and may prioritize for proper action
• Resolves problems or contacts more senior technical support as necessary
• Supports users by fulfilling individual requests for information and/or training in the utilization of the various databases available
• Conducts technical research for source of information required in support of request for information related to ongoing programs and proposal efforts
• Maintains Training and support documentation using told provided
• Instructs users in the use of PCs and networks
• Creates work orders to request information for users and routes in systems provided. Interacts with other team members, such as network services, software engineering, and/or applications development to restore services and/or identify and correct the core problem.

Qualifications

Required Qualifications:

• High School level plus some advanced training; Minimum of 3 years
• Prior Call center experience required
• Strong management capability with the ability to focus on issue at hand
• In depth knowledge of IT operations and incident management processes
• Familiarity with cloud architecture and best practices
• Excellent interpersonal and communication skills
• Experience running a 24x7x365 operations
• Must be able to work on a shifting schedule and some weekend schedule
• Ability to multitask effectively in a busy work environment/self-starter
• Must be a US Citizen
• Must be able to obtain and maintain a 6C Level Public Trust security clearance

Preferred Qualifications:

• Knowledge of ITIL as applied to enterprise operations and incident management
• Understanding of networking, cloud, security, IT hardware, etc., in an IT infrastructure environment
• Familiarity with cloud architecture and best practices for deploying applications in the cloud
• AWS Cloud Practitioner certification preferred
• Exceptional problem-solving capabilities and use of judgment
• Understanding of …