Support Engineer (Security Cleared)

Contract Role (through 2024)

No C2C / Secret Clearance Required

The Opportunity:

We are seeking a highly skilled Support Engineer on behalf of our Norfolk, VA based client.

Responsibilities will include:

• Execute assigned work orders, often under the direction and guidance of centralized services, to provide local intervention to assure SLA targets are sustained.
• Provide superior customer service experience utilising effective communication techniques.
• Install and configure Desktop Services.
• Provide initial point of contact for all network users.
• Serve as the Incident Manager overseeing corrective actions for all network incidents.
• Perform advanced analysis and troubleshooting of Desktop Services, in support of incident management processes.
• Perform 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.
• Direct the creation of documentations and presentation of metrics data critical to network usage and stability.
• Ensure Service Desk personnel are properly trained according to the needs of the organization.
• Perform 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.

About You:

Essential:

• U.S. Citizenship and active Secret clearance.
• 3 or more years' experience with IT support and service desk operations.
• Recent practical experience of configuring, installing and troubleshooting industry standard desktop Windows Operating Systems.
• Recent practical 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).

Desirable:

• Working knowledge of ITIL frameworks processes and procedures.
• Formal qualification in PC hardware repair and configuration.
• Formal training in Local Area Network (LAN) and Public Area Network (PAN) computer operations.
• 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.