Location: Manassas,VA, USA
Federal Data Center Technician needed for a direct hire opportunity with SOC's client to work onsite in Manassas, VA.
* Active TS/SCI clearance with Full Scope Poly is required to be considered for this position!*
Schedule:
M-W: 6AM- 6PM (36 hours) on-site, 4 hours of flex time that can be done remote, on-call work as needed
or
W-F: 6AM- 6PM (36 hours) on-site, 4 hours of flex time that can be done remote, on-call work as needed
Summary:
Assisting and supporting end-users with technical issues and questions related to hardware - compute, network and storage systems via multiple support channels including ServiceNow and Jira tickets, phone, email, chat sessions, and other communication methods available.
Applying basic troubleshooting, issue isolation & diagnostic techniques to identify technical problems, investigate causes, and recommend solutions, or escalate tickets in accordance with existing SOPs, work instructions & knowledge articles.
Internal facing to create, track and escalate tickets to pull in engineers to solve customer challenges. Order and track replacement parts. Maintain spare parts inventory. Success will be measured through satisfactory attainment of customer service level agreements.
Responsibilities:
* Ability to effectively communicate and answer customer inquiries.
* Provide exceptional customer service and resolutions in a time-efficient manner.
* Excellent problem-solving skills.
* Active listening and strong communication skills.
* Ability to adapt and work well in a Data Center environment.
* Resolve customer challenges and provide accurate and definitive information
* Apply deep and broad technical background and knowledge of industry trends to operate several critical or high risk technology areas/customer groups.
* Integrate technical knowledge and business understanding to create solutions for customer.
* Deliver strategic account support by proactively maintaining high-level technical, operational expertise and understanding of industry trends.
* Mentor/consult with team members, other organizations, customers, and vendors on complex issues.
* Act as a consultant in service delivery business, technology, industry or specific application.
* Resolve technical and some business incidents independently.
* Mentor/assist less-experienced team members on complex incidents.
Education and Experience Required:
* Active TS/SCI Security Clearance with Full Scope Poly Required
* Bachelor's degree preferred or Associate degree holder (technical field) with 6- 8years working experience in related fields desired.
Knowledge and Skills:
* 2+ years of Data Center experience
* Technologically savvy, excellent use of systems.
* Quick learner.
* Excellent communication skills, verbal and written.
* Experience with ServiceNow, Nlyte and Jira a big plus
* In-depth knowledge of industry standard networked computing environments, operating systems, and applications.
* Anticipate Customer needs, develop proposed solutions, and build consensus.
* Provide Mission Critical customer recommendations to improve processes.
* Experienced knowledge of change management process and tools in complex environment.
Employment Pre-requisites
The following requirements must be met to be eligible for this position: successful completion of a background investigation and drug urinalysis.
SOC, a Day & Zimmermann company, is an Equal Opportunity Employer, EOE AA M/F/Vet/Disability.
In compliance with the Equal Pay for Equal Work Act, the pay rate for this role is $140-145k annually. This is not a guarantee of compensation or salary, as final offer amount may vary based on factors including but not limited to experience and geographic location.