Tier 2 Cloud AWS/Azure Help Desk Support

Responsibilities

Peraton is seeking a Help desk support - Tier 2 Azure/AWS  resource, to work as part of a team, fielding tickets in support of CFTC Cloud infrastructure operations, administration, and monitoring. Peraton serves as a valued partner to essential government agencies across the intelligence, space, cyber, defense, civilian, health, and state and local markets. Every day, our employees do the can’t be done, solving the most daunting challenges facing our customers. This is a remote position.

 

What you will do:

• Providing Tier 2 support for AZURE cloud customers with their issues in cloud such as with cloud access, availability, performance, change requests.
• Collaborate with the engineering teams to identify, respond, and resolve tickets in a timely manner.
• Interacting with network services, systems engineering, and/or applications development leads to restore service and/or identify and correct core problems.
• Simulate or recreate user problems to resolve operating difficulties and recommend system or process modifications to reduce user problems.
• Preferably possess experience with using ServiceNow as a ticketing system
• Communicate issues and resolutions with team lead and Federal customers.
• Provides technical software, hardware, and network problem resolution for customers by performing problem diagnosis and guiding users through step-by-step solutions.
• Provides 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, sorts, codes 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. 

Qualifications

 

Required Qualifications:

• High School level plus some advanced training; Minimum of 3 years.
•  Tier 2 Help Desk experience.
• Providing Tier 2 support for AZURE and AWS  cloud customers with their issues in cloud such as with cloud access, availability, performance, change requests.
• Supporting end-user applications and work in a multi-tier service desk as well as work with engineering, O&M, and software development teams to help reproduce and diagnose problems.
• Responding to and diagnose problems through interactions with users (via phone, Teams and/or email) while ensuring a timely process through which problems are controlled, including problem recognition, research, isolation, resolution, and follow-up steps.
• Collaborate with the engineering teams to identify, respond, and resolve tickets in a timely manner.
• Interacting with network services, systems engineering, and/or applications development leads to restore service and/or identify and correct core problems.
• Simulate or recreate user problems to resolve operating difficulties and recommend system or process modifications to reduce user problems.
• Preferably possess experience with using ServiceNow as a ticketing system
• Must be a US Citizen.
• Must be able to obtain and maintain the required agency clearance (Public Trust).
• Communicate issues and resolutions with team lead and Federal customers

 

Preferred Qualifications:

• Federal or Government contracting and consulting experience is a plus.
• Cloud certifications or Training in Azure and AWS is a plus.

Benefits:

 

At Peraton, our benefits are designed to help keep you at your best beyond the work you do with us daily. We’re fully committed to the growth of our employees. From fully comprehensive medical plans to tuition reimbursement, tuition assistance, and fertility treatment, we are there to support you all the way. 

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Peraton Overview

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can’t be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we’re keeping people around the world safe and secure.

Target Salary Range

$39,000 - $62,000. This represents the typical salary range for this position based on experience and other factors. Apply