SES Corporation
Overview
Years of Experience:
5 years of experience
Education Requirements:
Bachelor's degree in IT, Computer Science, or related discipline
Program Description:
The contractor shall provide IT Infrastructure support services, which includes Tier 1 Help Desk, Tier 2 End User Support, Tier 3 Server, Platform, and Network Infrastructure Support and Engineering. Services shall include, but are not limited to, technical assistance for hardware, software, and network issues; incident and problem resolution; service request management; infrastructure monitoring and support; hardware and software lifecycle support; and management of escalation across all tiers.
Position Description:
Supervises the Tier 2 support team, providing technical guidance and oversight for escalated incidents and service requests. Manages team performance, ensures adherence to SLAs, mentor staff, and coordinates with Tier 3 and other IT teams to resolve complex technical issues efficiently while maintaining high service quality.
Responsibilities
Troubleshooting complex hardware, software, and network issues escalated from Tier 1
Managing ticket queues
Collaborating with other IT teams
Identifying long-term solutions to recurring problems to improve overall support efficiency and user satisfaction
Mentoring staff
Requirements
Required Skills:
Bachelor's degree in IT, Computer Science, or related discipline or four additional years of experience if no degree
Public trust security clearance
Preferred Skills
CompTIA A+*
HDI Desktop Support Technician*
ITIL v4 Foundations*
Soft Skills
Organizational Skills: Can plan and prioritize work. Follows tasks to their logical conclusion and makes sure that everything has been done to the right standard. Good attention to detail
Team Work: Able to enthuse and maintain project interest. Comfortable working both individually and as part of a team. Prepared to challenge ideas within a group in a constructive way
Leadership: Acute business acumen and understanding of organizational issues and challenges. Able to work effectively at all levels in an organization.
Communications: 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
Quantitative Management: Ability to determine process measures and track to determine process effectiveness and efficiency
Problem Solving: Natural inclination for planning strategy and tactics. Ability to analyze problems and determine root cause, generating alternatives, evaluating and selecting alternatives and implementing solutions
Results oriented: Able to drive things forward regardless of personal interest in the task
Benefits SES provides a competitive salary and the following benefits:
Medical
Dental
Vision
AD&D
STD
LTD
Company paid Life Insurance
401k with employer contribution
Paid Time Off
Pet Insurance
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5 years of experience
Education Requirements:
Bachelor's degree in IT, Computer Science, or related discipline
Program Description:
The contractor shall provide IT Infrastructure support services, which includes Tier 1 Help Desk, Tier 2 End User Support, Tier 3 Server, Platform, and Network Infrastructure Support and Engineering. Services shall include, but are not limited to, technical assistance for hardware, software, and network issues; incident and problem resolution; service request management; infrastructure monitoring and support; hardware and software lifecycle support; and management of escalation across all tiers.
Position Description:
Supervises the Tier 2 support team, providing technical guidance and oversight for escalated incidents and service requests. Manages team performance, ensures adherence to SLAs, mentor staff, and coordinates with Tier 3 and other IT teams to resolve complex technical issues efficiently while maintaining high service quality.
Responsibilities
Troubleshooting complex hardware, software, and network issues escalated from Tier 1
Managing ticket queues
Collaborating with other IT teams
Identifying long-term solutions to recurring problems to improve overall support efficiency and user satisfaction
Mentoring staff
Requirements
Required Skills:
Bachelor's degree in IT, Computer Science, or related discipline or four additional years of experience if no degree
Public trust security clearance
Preferred Skills
CompTIA A+*
HDI Desktop Support Technician*
ITIL v4 Foundations*
Soft Skills
Organizational Skills: Can plan and prioritize work. Follows tasks to their logical conclusion and makes sure that everything has been done to the right standard. Good attention to detail
Team Work: Able to enthuse and maintain project interest. Comfortable working both individually and as part of a team. Prepared to challenge ideas within a group in a constructive way
Leadership: Acute business acumen and understanding of organizational issues and challenges. Able to work effectively at all levels in an organization.
Communications: 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
Quantitative Management: Ability to determine process measures and track to determine process effectiveness and efficiency
Problem Solving: Natural inclination for planning strategy and tactics. Ability to analyze problems and determine root cause, generating alternatives, evaluating and selecting alternatives and implementing solutions
Results oriented: Able to drive things forward regardless of personal interest in the task
Benefits SES provides a competitive salary and the following benefits:
Medical
Dental
Vision
AD&D
STD
LTD
Company paid Life Insurance
401k with employer contribution
Paid Time Off
Pet Insurance
#J-18808-Ljbffr