Support Engineer (Security Cleared)

Job Description

Job Description

Contract Role (through 2024)

No C2C / Secret Clearance Required

The Opportunity :

We are seeking a highly skilled Support Engineer on behalf of our client.

Responsibilities will include:

Executing assigned work orders, often under the direction and guidance of centralized services, to provide local intervention to assure SLA targets are sustained.
Providing superior customer service experience utilising effective communication techniques.
Install and configure Desktop Services.
Providing initial point of contact for all network users.
Serving as the Incident Manager overseeing corrective actions for all network incidents.
Performing advanced analysis and troubleshooting of Desktop Services, in support of incident management processes.
Performing 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.
Directs the creation of documentations and presentation of metrics data critical to network usage and stabilitu.
Ensures Service Desk personnel are properly trained according to the needs of the organization.
Performing 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.
Practical experience within a Computer Information Systems Service Operations environment.
Recent experience of configuring, installing and troubleshooting industry standard desktop Windows Operating Systems.
Recent 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:

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

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