• Field Service Engineer

    Job Locations US-VA-Herndon
    Job ID
    2019-1532
    Category
    Professional Services
  • Overview

    At Ntrepid we measure our success by the satisfaction of our customers. With that obligation comes the need for a customer service-oriented individual with exceptional communication skills to join our Field Service Engineering team. The right candidate will be able to communicate corrective actions effectively to other divisions within the company. The candidate must have strong troubleshooting, root cause analysis, and critical path creation that lead to problem resolution.

    Responsibilities

    • Listen to customers and respond with thoughtful personal responses
    • Resolve inquiries and answer questions within stated timeframes
    • Monitor the infrastructure environment and application services for stability and performance in order to maintain 24x7 operations and resolve service impacts as they occur
    • Represent Ntrepid with the highest level of customer service when working with end users
    • Manage a queue of Incident and Service Request tickets
    • Document problem descriptions and detailed problem diagnosis with accuracy and compliance with established practices. Review and update standard operating procedures where necessary
    • Initiate the transfer of information from one shift to the next
    • Escalate and communicate issues to NOC Supervisor and account manager as needed
    • Execute defined procedures to fulfill role in Incident, Problem and Change processes and diligently perform required communications as required by provided Standard Operating Procedures

    Qualifications

    • U.S. Citizenship required
    • Active Top Secret clearance with Poly required
    • Work a fixed schedule of 7 AM – 3 PM, Monday-Friday
    • 2+ years job related experience in customer service and in a technical setting
    • 1-2 years’ experience troubleshooting issues in a virtualized setting (VMWare, VBox, and/or Hyper-V)
    • 1-2 years experience troubleshooting Windows desktop issues
    • Familiarity with both Linux and Windows servers
    • Familiarity with enterprise class monitoring/management systems, including Zabbix, Nagios, Splunk, Last line, and/or Arbor
    • Experience with a Service Desk or Trouble ticketing software like BMC Remedyforce
    • Ability to be proactive and work well in a pressured and growing environment
    • Must be comfortable working as the sole technical point-of-contact for certain applications on site.
    • Must be a team player and be able to work effectively with peers to create a positive environment
    • Ability to learn and articulate solutions to technical and non-technical people

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