Position Summary:
The Technical Support Engineer is a member of the help desk team. They are responsible for resolving tier 1 level ticket requests supporting our clients. The Technical Support Engineer should deliver excellent customer service while performing quality, well documented work. This position will include onsite placement at an assigned client (or clients) on a fixed scheduled between 2-3 days per week. The client location is within driving distance of Rockville, MD HQ. Key Responsibilities and Duties:
- Work and complete assigned tickets according to SOPs
- Provide high quality written and verbal customer service
- Accurately track and document all work
- Setup and support physical hardware
- Perform technical support services in line with the technicalskill requirements
- Provide in-person support to staff at the client location, including escalating issues to remote engineers when necessary
- Develop positive relationships with clients’ staff and the designated client point of contact
- Represent the clients interest when interacting with external vendors and consultants on their behalf
- Travel to various client sites to perform support when necessary
- Participate in on-call rotation and scheduled infrastructure maintenance
Job Qualifications:Core Competencies
- Timeliness – Meets deadlines - Completes work in a timely manner.
- Reliability –Achieves commitments - Arrives to work and meetings when scheduled/expected.
- Attitude–Has a positive attitude about performing their job.
- Organization–Manages their own work and schedule
- Accountability –Takes responsibility for actions and resolves own mistakes
- Receptive – open to feedback and willing to grow and improve
- Adaptable –flexible and open to change
- Integrity –High work ethic and integrity
- Follow through –Ensures work completion
- Quality – complete all work with a high level of detail and accuracy
- Professionalism –Conduct oneself in an all-round professional manner
- Communication – Communicate effectively
- Team – Available and supportive of coworkers
Abilities
- Prioritize and maintain a tidy ticket queue
- Notify the Helpdesk Manager when unable to complete workload
- Identify when an assignment should be escalated
- Create detailed documentation and ticket notes
- Provide high quality and timelycustomer service
- Travel to client sites when needed
- Participates in on-call rotation, weekend updates, technical training
Security Responsibilities
- Complete training for and maintain awareness of cybersecurity risks including insider threat, and appropriate handling of CUI and other regulated data.
- Treat client data and OSIbeyond data as sensitive, and do not disclose, release, or otherwise transfer it outside of OSIbeyond or client environments without written permission.
- Follow cybersecurity requirements as described in the Employee Handbook and other OSI policies.
- Immediately follow incident response procedures when a security incident or concern is noticed.
- Assist with the escorting or monitoring of visitors.
Experience and Knowledge1-2 years of experience as a Tier 1 TSRCertifications:
Position:
- Location – Onsite Augmentation: Rockville, MD–Hybrid eligible, not to exceed 1-dayWFH
- Employment Type -Full time
- Compensation - $51,500-58,999k
- Travel -On-Call rotation required. Some travel required, vehicle required
