Secure our Nation, Ignite your Future

　　In this role, you will be part of a global team that provides 24x7 support to help customers seamlessly operate their hybrid on-premises Cloud infrastructure. When customers cannot resolve issues themselves, your job will be to ensure that we have the necessary tools and processes to resolve the issue. You will troubleshoot technical problems for customers with a mix of debugging, networking, system administration, updating documentation, and when needed, coding/scripting.

　　Duties, Tasks & Responsibilities

　　First contact for all Customer service requests - Answer phones, respond to chats and emails

　　Maintain response and resolution speed as defined by SLOs;

　　Keep high customer satisfaction scores and follow quality standards in 90% of cases.

　　Familiar with Product and can reference runbooks and playbooks to provide a meaningful resolution to Customer

　　Provide high-touch assistance to highest Tier customers, build in-depth understanding of most pressing customer issues and act as an advocate for such issues with engineers and Program Managers.

　　A customer first attitude is a must

　　Work Shift -Flexible schedule to include but not limited to rotating weekends that may be required. Days, Evenings, and Nights positions available.

　　Required Experience, Skills, & Technologies

　　Bachelor’s degree in Computer Science, Technology, Engineering, Mathematics, or 4+ years of equivalent practical experience.

　　1+ years of relevant experience

　　Basic understanding of Networking and Cloud technologies

　　Working knowledge of Systems: UNIX/Linux or Windows

　　Working knowledge of any customer service ticketing system

　　Working knowledge of Google Workspace Tools (Doc, sheets and Slides)

　　Ability to read runbooks & playbooks & provide meaningful summaries to Customers

　　Great communication skills (written and verbal)

　　Desired Experience, Skills & Technologies

　　Experience working with ServiceNow

　　CCNA or equivalent

　　Security Clearance Required

　　TS/SCI with PolygraphPhysical Requirements:

　　Use hands to operate a computer and other office productivity machinery, such as a calculator, copy machine and computer printer.

　　The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.

　　Must be able to remain in a stationary position 50% of the time

　　Constantly positions self to maintain computers in the lab, including under the desks and in the server closet

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　　For all positions requiring access to technology/software source code that is subject to export control laws, employment with the company is contingent on either verifying U.S.-person status or obtaining any necessary license. The applicant will be required to answer certain questions for export control purposes, and that information will be reviewed by compliance personnel to ensure compliance with federal law. ManTech may choose not to apply for a license for such individuals whose access to export-controlled technology or software source code may require authorization and may decline to proceed with an applicant on that basis alone.

　　ManTech International Corporation, as well as its subsidiaries proactively fulfills its role as an equal opportunity employer. We do not discriminate against any employee or applicant for employment because of race, color, sex, religion, age, sexual orientation, gender identity and expression, national origin, marital status, physical or mental disability, status as a Disabled Veteran, Recently Separated Veteran, Active Duty Wartime or Campaign Badge Veteran, Armed Forces Services Medal, or any other characteristic protected by law.

　　If you require a reasonable accommodation to apply for a position with ManTech through its online applicant system, please contact ManTech's Corporate EEO Department at (703) 218-6000. ManTech is an affirmative action/equal opportunity employer - minorities, females, disabled and protected veterans are urged to apply. ManTech's utilization of any external recruitment or job placement agency is predicated upon its full compliance with our equal opportunity/affirmative action policies. ManTech does not accept resumes from unsolicited recruiting firms. We pay no fees for unsolicited services.

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