Description:
ManTech is seeking a motivated, career and customer-oriented Tier II Support Engineer to join our team in Tysons, VA.
Job Responsibilities
- Manage the customer’s problem through effective diagnosis, resolution, or implementation of new investigation tools to increase productivity for customer issues on the Cloud Platform products.
- Develop an in-depth understanding of the product technology and underlying architectures by troubleshooting, reproducing, determining the root cause for customer reported issues, and building tools for faster diagnosis.
- Act as a consultant and subject matter expert for internal stakeholders in engineering, sales, and customer organizations to resolve technical deployment obstacles and improve the Cloud.
- Work as part of a team of engineers/consultants that globally ensures 24 hour customer support
This role requires a flexible full time schedule during core hours (core hours: 10 AM to 3 PM) and will transition to a evening shift (2pm-10pm) in May 2025. Rotating Weekends are required. Shift schedules are subject to change based on business needs.
Basic Qualifications:
- Bachelor’s degree in Computer Science, Technology, Engineering, Mathematics or equivalent. 4+ years of equivalent Information Technology experience may substituted in lieu of degree
- 3+ years relevant experience with computer hardware, software, networking systems, and configuration of/trouble shooting computer systems.
- Experience reading or debugging code using Java, C, C++, .NET, Python, Shell, Perl, and/or JavaScript.
- Excellent customer service and communication skills (verbal and written)
- Comprehensive understanding of Networking, Cloud technologies and of Systems: UNIX/Linux or Windows
- General knowledge of any customer service ticketing system
- General knowledge of Google Workspace Tools (Doc, sheets and Slides)
- Ability to read runbooks & playbooks to provide meaningful summaries to Customers
Preferred Qualifications:
- Google Cloud experience
- ServiceNow experience
- Experience with any of the following IaaS solutions: system virtualization, on-premise and/or hybrid cloud computing, cloud identity and security system, cloud monitoring and logging and/or local and cloud storage.
- Experience with any of the following cloud storage solutions: SQL database administration, Google App Engine, open source software communities, cloud networking solutions and/or distributed computing technology.
- Understand networking fundamentals (TCP/IP, Routing, VPNs, VLANs, Peering, Load Balancing, etc.)
- Knowledge of basic web technologies (HTTP, HTML, DNS, etc.