Tier 2 Technical Support (Mobile Device Service) (Job Number:404868)
Description:
SAIC has an opening for a Tier 2 Technical Support (Mobile Device Service)
located in Washington, DC.
The Department of State is implementing a new mobile solution, XenMobile, that will offer the Department further flexibility in the mobile space. In support of the XenMobile project, there is a need for Tier 2 Technical Support that will provide technical support at SA-9.
The role of the Tier 2 Technical Support encompasses the following key responsibilities: monitor service performance as it relates to XenMobile; receive escalated service requests from Tier 1 with the pilot and worldwide deployment of the XenMobile platform; manage incidents and problems (includes attending the daily operational status calls; respond to trouble tickets; respond to system outages and restore service); and, maintain XenMobile platform infrastructure components.
Tier 2 Technical Support are responsible for ensuring that all requests for services in support of XenMobile devices are logged/updated, addressed/resolved, followed up on if necessary, services are prompt and professional.
The Tier 2 Technical Support is responsible for making sure that all critical or VIP requests or tickets are attended to or resolved promptly and efficiently, documentation on the troubleshooting and resolution efforts are complete, issues are analyzed and followed up with the customers if necessary, and tickets escalated to the XenMobile engineers are well documented and followed up on.
The Tier 2 Technical Support is also responsible for ensuring that the Tier 2 Lead is made aware of potential system problems or customer issues, so as not to surprise the lead and/or management personnel. The candidate makes every effort to resolve reported problems prior to escalation, ensuring that all steps are taken and documented before escalating unresolved tickets to the engineers.
The individual must have the skills to address issues with senior level customers and/or VIPs. Additionally, the ideal candidate will be self-motivated problem solver possessing effective troubleshooting skills as it relates to IT issues.
The Tier 2 Technical Support shall perform the required functions in a 24 x 7 x 365 work environment.
- *** This position is contingent upon contract award. ****
Qualifications
:
Required Education & Experience: Bachelor’s Degree in related technical discipline with 4-5 years of experience, or, 7+ years without a degree.
Required Skills: Basic knowledge of Microsoft Windows system administration tasks including: Windows Server 2008, Active Directory, iOS or Android platforms, iPhones, iPads, BlackBerry Enterprise Server 5.0, BlackBerry 10, RSA, Citrix, and SCOM monitoring tool. Basic knowledge of BMC Remedy. Strong oral and written communication skills with experience working directly with customers including VIPs. Strong organizational skills; ability to manage multiple tasks in a fast-paced environment with competing priorities and quick turnaround deliverables. Ability to focus on ticket and monitoring systems for sustained periods.
Desired Skills: Experience with mobile device solutions. Certification in relevant IT products/technologies.
Active Secret clearance required to start.
SAIC Overview:SAIC is a leading provider of technical, engineering and enterprise information technology services to the U.S. government. Our 13,000 employees deliver systems engineering and information technology offerings for large, complex government programs, as well as a broad range of higher-end, differentiated technology services. The company is headquartered in McLean, Va. For more information, visit www.saic.com.
EOE AA M/F/Vet/Disability
Job Posting: Jul 16, 2014, 9:51:31 AM
Primary Location: United States-DC-WASHINGTON
Clearance Level Must Currently Possess: Secret
Clearance Level Must Be Able to Obtain: None
Potential for Teleworking: No
Travel: None
Shift: Rotating
Schedule: Full-time
Description:
SAIC has an opening for a Tier 2 Technical Support (Mobile Device Service)
located in Washington, DC.
The Department of State is implementing a new mobile solution, XenMobile, that will offer the Department further flexibility in the mobile space. In support of the XenMobile project, there is a need for Tier 2 Technical Support that will provide technical support at SA-9.
The role of the Tier 2 Technical Support encompasses the following key responsibilities: monitor service performance as it relates to XenMobile; receive escalated service requests from Tier 1 with the pilot and worldwide deployment of the XenMobile platform; manage incidents and problems (includes attending the daily operational status calls; respond to trouble tickets; respond to system outages and restore service); and, maintain XenMobile platform infrastructure components.
Tier 2 Technical Support are responsible for ensuring that all requests for services in support of XenMobile devices are logged/updated, addressed/resolved, followed up on if necessary, services are prompt and professional.
The Tier 2 Technical Support is responsible for making sure that all critical or VIP requests or tickets are attended to or resolved promptly and efficiently, documentation on the troubleshooting and resolution efforts are complete, issues are analyzed and followed up with the customers if necessary, and tickets escalated to the XenMobile engineers are well documented and followed up on.
The Tier 2 Technical Support is also responsible for ensuring that the Tier 2 Lead is made aware of potential system problems or customer issues, so as not to surprise the lead and/or management personnel. The candidate makes every effort to resolve reported problems prior to escalation, ensuring that all steps are taken and documented before escalating unresolved tickets to the engineers.
The individual must have the skills to address issues with senior level customers and/or VIPs. Additionally, the ideal candidate will be self-motivated problem solver possessing effective troubleshooting skills as it relates to IT issues.
The Tier 2 Technical Support shall perform the required functions in a 24 x 7 x 365 work environment.
- *** This position is contingent upon contract award. ****
Qualifications
:
Required Education & Experience: Bachelor’s Degree in related technical discipline with 4-5 years of experience, or, 7+ years without a degree.
Required Skills: Basic knowledge of Microsoft Windows system administration tasks including: Windows Server 2008, Active Directory, iOS or Android platforms, iPhones, iPads, BlackBerry Enterprise Server 5.0, BlackBerry 10, RSA, Citrix, and SCOM monitoring tool. Basic knowledge of BMC Remedy. Strong oral and written communication skills with experience working directly with customers including VIPs. Strong organizational skills; ability to manage multiple tasks in a fast-paced environment with competing priorities and quick turnaround deliverables. Ability to focus on ticket and monitoring systems for sustained periods.
Desired Skills: Experience with mobile device solutions. Certification in relevant IT products/technologies.
Active Secret clearance required to start.
SAIC Overview:SAIC is a leading provider of technical, engineering and enterprise information technology services to the U.S. government. Our 13,000 employees deliver systems engineering and information technology offerings for large, complex government programs, as well as a broad range of higher-end, differentiated technology services. The company is headquartered in McLean, Va. For more information, visit www.saic.com.
EOE AA M/F/Vet/Disability
Job Posting: Jul 16, 2014, 9:51:31 AM
Primary Location: United States-DC-WASHINGTON
Clearance Level Must Currently Possess: Secret
Clearance Level Must Be Able to Obtain: None
Potential for Teleworking: No
Travel: None
Shift: Rotating
Schedule: Full-time