Senior Technical Support Engineer

Customer service, Technician, ITIL, IT service management, Microsoft Windows, Cisco Jabber, ServiceNow, Infrastructure, Technical support, Break/Fix, Microsoft Windows Azure, Amazon Web Services, Troubleshooting
Contract W2, 12 Months
$35 - $38
Work from home not available Travel not required

Job Description

Job Title: Senior Technical Support Engineer

Location: Urbana MD 21704

Duration: 12+ Months


  • Act as the single point of contact for a TechCenter located in our Urbana, MD office (8AM-5PM, with and hour lunch not between 12-1PM).
  • Provide break fix support for all customers in the Urbana, MD office and remote users devices that are shipped to the Urbana, MD office.
  • Manage the inventory closet, ensuring CMDB updates are timely, loaner inventory is current, area is clean and organized.
  • Display characteristics of a high-quality service organization:
  • Reliable, responsive, competent, accessible, professional, credible.
  • Strong face to face customer service demeanor i.e. warm greeting, eye to eye contact.
  • Communicate current issues to team members and management.
  • Maintain currency knowledge of upcoming changes to supported user population.
  • Able to work directly with other technology groups to communicate problems and find resolutions.
  • Must be able to utilize Remote Control Viewer and face to face interactions to troubleshoot problems and resolve technical issues.
  • Assist team lead in various projects and tasks within Urbana office and for Remote and Regional customers.
  • Maintain ServiceNow ticket to the requirements of standard work.
  • Ability to thoroughly follow ticketing process in MyServices to maintain accuracy in CMDB.
  • Have intermediate level understanding of multiple critical technology systems and business processes.
  • Provide customer focused support centered on communication and follow through to ensure a timely resolution of all support requests.


  • Professional appearance and presence
  • 5-7 years as senior technician
  • Strong teamwork and develops interpersonal relationships, including effective communication skills (written and verbal)
  • Customer Service
  • ITSM experience (preferred Service Now)
  • Technical Certifications:
  • Hardware: A+
  • Other preferred: Azure, Network+, AWS, Microsoft certifications, ITIL
  • Demonstrates strong technical expertise in key technologies to include: Windows 10, VMware Virtual Desktop Interface, Office 365, Cisco Jabber, etc.
  • Problem solving and troubleshooting technical issues
  • Demonstrates strong technical expertise and able to troubleshoot internal technical infrastructure, including but not limited to: Microsoft environment (MS Windows family, windows 10, O365, SCCM, Azure), Jabber, DUO, Citrix VPN, VMware, etc.

Posted By

Pankhuri Raizada

Dice Id : 10110693
Position Id : 6247182
Originally Posted : 1 month ago
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