US citizens, Green Card Holders, and those authorized to work in the US are encouraged to apply. We are unable to sponsor H1b candidates at this time
Job Title: Technical Support Advisor
Location: Fairfax, VA, Hybrid (Tuesday, Wednesday, Thursday onsite)
Duration: Full-time
Job Description:
• Deliver service and support to customer end-users via call distribution phone, remote connection, and/or over the Internet;
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services;
• Diagnose and resolve technical hardware and software issues involving a wide array of technologies
• Follow Standard Operating Procedures to resolve customer issues as first-call resolutions and by working with other JSI groups when necessary.
• Escalate issues that cannot be resolved to management and other JSI groups.
• Enter issues and fixes into the ticket monitoring system.
• On-site and remote working.
• Work issues and service requests as assigned.
• Maintain contact with customers as needed.
• Stay current with system information, changes, and updates.
• Ability to travel CONUS and OCONUS up to 30% of the time
ESSENTIAL REQUIREMENTS
• Possess a positive customer-centric attitude.
• Possess 2-5 years of experience with at least three of the following skillsets (listed in order of preference)
o VMWare o Microsoft Server 2019+
o Linux o Active Directory
o PowerShell
o Kubernetes
o MSSQL
o Cisco ASA
o Layer 3 switches (Dell, Cisco, HP)
o DELL SAN
o DELL Server Hardware [T and R Series]
o Network Administration;
TCP
LAN
WAN
Subnetting
• Proper phone and email etiquette;
• Ability to speak and write clearly and accurately;
• Effective listening skills;
• Ability to follow provided procedures;
• Knowledge of relevant software, computer applications, and equipment;
• Knowledge of customer service principles and practices;
• Solid Troubleshooting experience and fundamentals;
• Ability to work independently or with a group;
• Work on-call support on a rotation or as assigned.
• Work in a 24/7 environment and are willing to work on critical issues until resolved, which could be outside your normal hours.
• Ability to multitask and stay organized;
• Must be able to obtain and maintain a Top Secret Security clearance
PREFERRED SKILLS
• Bilingual Skills o Spanish
• Bachelor of Science in Computer Information Systems, Computer Science or a similar discipline
• Current Industry Certifications (such as):
o MCSE Server Infrastructure 2019+
o Linux
o VMWare
o CISCO
o A+
o Networking +
o Security +
A reasonable, good-faith estimate of the minimum and maximum for this position is $160K/year to $165K/year with benefits