Lead Customer Service Engineer

Job ID: 2403567

Location: REMOTE WORK, TX, US

Date Posted: 2024-04-17

Category: Information Technology

Subcategory: Technical Svcs

Schedule: Full-time

Shift: Day Job

Travel: No

Minimum Clearance Required: None

Clearance Level Must Be Able to Obtain: Public Trust

Potential for Remote Work: No

Description

SAIC opening for a Lead Customer Service Engineer will be required to respond to end-user requests for assistance in the operation and functionality of their computing systems, peripheral and other devices. The candidate must be able to assist the user in the use of existing manuals and non-scripted or automated system responses in clearing Tier 1 and Tier 2 trouble tickets. The candidate must be able to effectively interact with the user and be able to refer ongoing or unresolved issues to the appropriate technical, analysis, assurance, or engineering support team. The candidate must possess effective communication skills, have an attention to detail, and be willing to work as part of an integrated team consisting of both Government and contractor personnel.

This role is 100% remote based in Austin, TX!

The key responsibilities for this position include:

• Experience with Audio Visual equipment is a must
• Installation of the electronic, hardware, and wiring components of audio-visual systems
• Provide excellent customer service experience.
• Ability to work in a team environment
• Provide technical assistance with computer software
• Perform both Hardware and software installation, configurations, and updates
• Knowledge of Windows 10 and MS Office Suite 365 including Microsoft Teams
• Provide routine IT customer support in maintaining computing systems, printers, and other peripherals
• Ability to multi-task
• Analyze and report on daily ticket resolution to a 95% weekly ticket closure rate
• Troubleshooting of basic IT services as needed and assisting customers with reported issues
• Daily use of ticketing system
• Deals with a wide range of hardware and network technology issues in a high-volume, fast paced environment
• Responsible for all assigned trouble tickets from creation to resolution

Qualifications

Required Education and Experience:

• Bachelor's degree in information systems/Technology, or other analytical or technical discipline preferred, and 0 years of experience required; 5+ years of experience highly preferred.
• 1+ years of experience as team lead highly preferred
• (8-years of relevant experience may be substituted for education)
• Ability to obtain and maintain a Public Trust security clearance based on the Department of Veteran Affair's regulations

Required Skills:

• Experience providing IT support to end-user communities in a hybrid on site & remote work environment.
• Experience working with help or service desk trouble ticket reporting systems preferred.
• Excellent customer service and communications skills required.
• Experience with Windows 10 and MS Office Suite including Microsoft Teams
• Customer Service Skills
• Ability to take initiative.
• Excellent attention to detail
• Ability to learn quickly
• Demonstrable troubleshooting and problem resolution skills for hardware and software
• Creating and updating processes and procedures

Required Qualifications:

• Strong verbal and written communication skills.
• Attention to detail and excellent customer service.
• Ability to work well in a team environment.
• Capable to work under pressure, handle multiple tasks simultaneously.
• Experience providing services to the federal government and/or the Dept. of Veterans' Affairs is preferred.

Target salary range: $45,001 - $55,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

SAIC accepts applications on an ongoing basis and there is no deadline.

Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.