Customer Technical Support

Peraton is looking for a Customer Technical Support. The qualified individual will be joining a high performing team and being 100% remote work is a plus!.

What you will do:

Provides Tier I and II technical software, hardware, database, Citrix, network and AWS problem resolution for clients by performing problem diagnosis and guiding users through step-by-step solutions
• Provide expertise to solve first and second tier technical support issues for end-users of the organization's products and services
• Uses automated information systems to analyze routine situations
• Reviews incoming requests, both computer generated and verbal, sort, code and may prioritize for proper action
• Resolves problems or contacts more senior technical support as necessary
• Supports users by fulfilling individual requests for information and/or training in the utilization of the various databases available
• Conducts technical research for source of information required in support of request for information related to ongoing programs and proposal efforts
• Maintains Training and support documentation using told provided
• Instructs users in the use of PCs and networks
• Creates work orders to request information for users and routes in systems provided. Interacts with other team members, such as network services, software engineering, and/or applications development to restore services and/or identify and correct the core problem

Required Qualifications:

• High School level plus some advanced training; Minimum of 3 years
• Prior Call center experience required
• Strong management capability with the ability to focus on issue at hand
• In depth knowledge of IT operations and incident management processes
• Familiarity with cloud architecture and best practices
• Excellent interpersonal and communication skills
• Experience running a 24x7x365 operations
• Must be able to work on a shifting schedule and some weekend schedule
• Ability to multitask effectively in a busy work environment/self-starter
• Must be a US Citizen
• Must be able to obtain and maintain a 6C Level Public Trust security clearance

Preferred Qualifications:

• Knowledge of ITIL as applied to enterprise operations and incident management
• Understanding of networking, cloud, security, IT hardware, etc., in an IT infrastructure environment
• Familiarity with cloud architecture and best practices for deploying applications in the cloud
• AWS Cloud Practitioner certification preferred
• Exceptional problem-solving capabilities and use of judgment
• Understanding of AWS services and cloud concepts, including EC2, S3, RDS, VPC, IAM, Lambda, and CloudFormation

Benefits:

At Peraton, our benefits are designed to help keep you at your best beyond the work you do with us daily. We're fully committed to the growth of our employees. From fully comprehensive medical plans to tuition reimbursement, tuition assistance, and fertility treatment, we are there to support you all the way.

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Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world's leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can't be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we're keeping people around the world safe and secure.