Location: Cary, NC
Duration: 12 Months
Job Type: Contract
Number of Positions: 1
Targeted Years of Experience: 3–5 years
Our customers are at the heart of our business and are one of our key strategies. We are trusted by our customers to deliver exceptional service, technology, and innovation that enable their businesses to thrive. Every team member has a responsibility to deliver outstanding customer experiences and continuously push the boundaries of service excellence.
When a customer has a problem, you’ll be the one to help them out (even if it means getting a little creative), and if you can’t fix it, you’ll find someone who can. You’ll be the face of the organization to our customers, ensuring that every interaction is a best-in-class experience. The primary responsibilities associated with this position include providing technical support to customers experiencing network issues and mentoring less experienced colleagues.
Maintain devices in customer networks.
Document every interaction using the provided toolsets.
Advocate for customers by escalating unresolved issues to the next level of support.
Monitor ticket queues and ensure timely resolution of user requests and incidents within established Service Level Agreements (SLAs).
Maintain user, customer, and departmental confidentiality at all times.
Candidates must legally be able to support servers that host government and legal entities.
Bachelor's degree or equivalent relevant work experience.
Fluency in English (written and verbal).
Experience with networking, including routing, switching, and wireless technologies.
Willingness to work in a 24x7 environment, including weekends, nights, and holidays as needed.
Ability to obtain a Government Confidential Security Clearance.
Degree in Information Technology or a related field.
Cisco certification (e.g., CCNA or JNCIA).
Experience in a service provider or service desk environment.
Understanding of ITIL methodology.
Experience with ticketing software and general computer systems.
You exemplify integrity, accountability, respect, and excellence in your work. You are organized, detail-oriented, team-focused, and possess a strong sense of urgency in resolving customer issues while consistently delivering an exceptional customer experience.