Clearance Jobs
Mid Level Career Opportunity In Engineering - Systems
This is a 24x7x365 environment and the personnel must be flexible to work additional hours/days as needed. The subcontractor shall perform the following work activities to provide system monitoring support: Provide a single point of contact for the government Serve as the first point of contact for customers seeking technical assistance over the phone or email Perform remote troubleshooting through diagnostic techniques and pertinent questions Determine the best solution based on the issue and details provided by customers Walk the customer through the problem-solving process Direct unresolved issues to the next level of support personnel Record events and problems and their resolution in logs Follow-up and update customer status and information Pass on any feedback or suggestions by customers to the appropriate internal team Identify and suggest possible improvements on procedures Take ownership of customer issues reported and see problems through to resolution Research, diagnose, troubleshoot and identify solutions to resolve customer issues Monitor network performance (availability, utilization, throughput, and latency) Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams Provide timely and accurate feedback to customers Ensure proper recording and closure of all issues Prepare accurate and timely reports Document knowledge in the form of knowledge base tech notes and articles Check computer hardware (HDD, mouse devices, keyboards etc.) to ensure functionality Install and configure appropriate software and functions according to specifications Provide guidance to users on how to operate software and computer equipment Liaise with vendors and other IT personnel for problem resolution Reset passwords and unlock user accounts Provide documentation for daily, weekly and monthly CIO reports from ticketing system and databases Staging and preparing TACCOM LMR Equipment for shipment to the field for installation or replacement equipment with government oversight Under government direction, assist with the test laboratory on nonproduction systems by: setting up equipment, configuration, performing technical testing, disassemble and package equipment Perform Motorola radio console password reset Support adhoc technical events and projects Group ID: 10483380
This is a 24x7x365 environment and the personnel must be flexible to work additional hours/days as needed. The subcontractor shall perform the following work activities to provide system monitoring support: Provide a single point of contact for the government Serve as the first point of contact for customers seeking technical assistance over the phone or email Perform remote troubleshooting through diagnostic techniques and pertinent questions Determine the best solution based on the issue and details provided by customers Walk the customer through the problem-solving process Direct unresolved issues to the next level of support personnel Record events and problems and their resolution in logs Follow-up and update customer status and information Pass on any feedback or suggestions by customers to the appropriate internal team Identify and suggest possible improvements on procedures Take ownership of customer issues reported and see problems through to resolution Research, diagnose, troubleshoot and identify solutions to resolve customer issues Monitor network performance (availability, utilization, throughput, and latency) Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams Provide timely and accurate feedback to customers Ensure proper recording and closure of all issues Prepare accurate and timely reports Document knowledge in the form of knowledge base tech notes and articles Check computer hardware (HDD, mouse devices, keyboards etc.) to ensure functionality Install and configure appropriate software and functions according to specifications Provide guidance to users on how to operate software and computer equipment Liaise with vendors and other IT personnel for problem resolution Reset passwords and unlock user accounts Provide documentation for daily, weekly and monthly CIO reports from ticketing system and databases Staging and preparing TACCOM LMR Equipment for shipment to the field for installation or replacement equipment with government oversight Under government direction, assist with the test laboratory on nonproduction systems by: setting up equipment, configuration, performing technical testing, disassemble and package equipment Perform Motorola radio console password reset Support adhoc technical events and projects Group ID: 10483380