Engineer, Systems Job in Washington 20002, District Of Columbia US
This position is located in our DC, Washington facility
Systems Engineer primary duties are performing the role of a dispatch engineer to troubleshoot server, PC, Blackberry, Sharepoint, Exchange, Outlook and other software and hardware issues at the United States Senate. The candidate will serve as a member of a Tier 2-3 break-fix support and Desktop support in providing friendly, expert support to a high profile customer. System Engineer will be performing several duties along with 30-35 other support engineers of all levels. These duties include but not limited to, performing quality assurance checks on assigned tickets, following procedures, supporting customer IT needs over the phone or via remote access, desk-side support, server support and other high level problem resolution. Works as part of team to be sure tickets are being closed within SLA. Ticket Documentation is detailed and very informative when opening First Calls and Incidents. System Engineers are responsible to acquire specific knowledge presented in the Senate environment and develop their skills accordingly to be able to resolve issues is a timely manner.
Customer Service skills a must and willingness to learn custom environment. Candidates must have experience with a call tracking application and Service level Agreements (SLA). Candidates will be required to meet strict service level agreements and documentation standards.
Bachelors Degree in Computer Science, Engineering or a related technical discipline, or the equivalent combination of education, technical training, or work/military experience.
Five plus years of experience providing support in a Windows based environment. Customer Service skills a must and willingness to learn custom environment. Candidates must have experience with a call tracking application and Service level Agreements (SLA). Candidates will be required to meet strict service level agreements and documentation standards.
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