Enterprise Operations Center Engineer
Ignite IT - Innovation & Technology
full-time
Posted on:
Location Type: Hybrid
Location: Suitland-Silver Hill • Maryland • United States
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About the role
- Manage, track, report, process and assign tickets daily.
- Responsible for opening, tracking and closing tickets.
- Perform proactive network and systems monitoring.
- Assist in restoring service when outages occur.
- Review tickets daily and reprioritize as needed to ensure compliance with Service Level Agreements (SLA).
- Define and classify level, priority and nature of problem, request and/or issue.
- Evaluate and prioritize incoming telephone, voice mail, e-mail, and in-person requests.
- Actively manage incident tickets and provide status updates on each ticket per SLA.
- Work with customers to collect information about problems and lead customers through diagnostic procedures to determine the source issue.
- Ability to craft technical and professionally written outage notifications and updates to incident stakeholders.
- Conduct continuous improvement service desk support and update knowledge base as required.
- Perform systems administration troubleshooting and support.
- Work in shift duties which includes 1st, 2nd, 3rd and swing shift.
Requirements
- A Minimum of 3 years of IT experience.
- A bachelor's degree
- US Citizen
- Ability to obtain a government public trust clearance.
- Experience with infrastructure and application support using Remedy or other ticketing and incident management systems.
- Familiarity and practical application of ITIL/ITSM principles.
- Excellent customer service aptitude.
- Ability to present to executive management incident debriefs and root cause analysis reports.
- Must be available for on-call support as required.
- Plan and prioritize work, both their own and that of project team.
- Good attention to details.
- Ability to communicate clearly and efficiently to team members and clients, verbally and in writing.
- Able to present ideas in a variety of ways depending upon audience and context.
- Excellent active listening skills.
- Ability to analyze problems and determine root cause, generating alternatives, evaluating and selecting alternatives and implementing solutions Results oriented.
- Willing to work shift duties.
- Must be willing to work on Client Site.
- Experience with Linux Operating Systems.
- Experience with Network and Server monitoring tools.
- Experience supporting federal projects.
Benefits
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Professional development assistance
- Referral program
- Retirement plan
- Tuition reimbursement
- Vision insurance
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
ticket managementincident managementsystems administrationnetwork monitoringserver monitoringLinux Operating SystemsITILITSMproblem analysisservice desk support
Soft Skills
customer servicecommunicationactive listeningattention to detailproblem solvingprioritizationpresentation skillsteamworkresults orientedadaptability
Certifications
bachelor's degree