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Technical Support Engineer

Technical Support Engineer

OSIbeyondRockville, MD, US
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Job Description

Job Description

Salary : $51,500-58,999 / year DOE

About the Role :

The Technical Support Engineer is a member of the help desk team. They are responsible for resolving tier 1 level ticket requests supporting our clients. The Technical Support Engineer should deliver excellent customer service while performing quality, well documented work.

Key Responsibilities and Duties :

  • Work and complete assigned tickets according to SOPs
  • Provide high quality written and verbal customer service
  • Accurately track and document all work
  • Perform technical support services in line with the technical

skill requirements

  • Setup and support physical hardware
  • Travel to client sites to perform support when necessary
  • Participate in on-call rotation and scheduled infrastructure maintenance

    • Job Qualifications : Core Competencies

  • Timeliness Meets deadlines - Completes work in a timely manner.
  • Reliability Achieves commitments - Arrives to work and meetings when scheduled / expected.
  • Attitude Has a positive attitude about performing their job.
  • Organization Manages their own work and schedule
  • Accountability Takes responsibility for actions and resolves own mistakes
  • Receptive open to feedback and willing to grow and improve
  • Adaptable flexible and open to change
  • Integrity High work ethic and integrity
  • Follow through Ensures work completion
  • Quality complete all work with a high level of detail and accuracy
  • Professionalism Conduct oneself in an all-round professional manner
  • Communication Communicate effectively
  • Team Available and supportive of coworkers

    • Abilities

  • Prioritize and maintain a tidy ticket queue
  • Notify the Helpdesk Manager when unable to complete workload
  • Identify when an assignment should be escalated
  • Create detailed documentation and ticket notes
  • Provide high quality and timely

    • customer service

  • Meet all SLAs
  • Support peers
  • Travel to client sites when needed
  • Participates in on-call rotation, weekend updates, technical training

    • Security Responsibilities

  • Complete training for and maintain awareness of cybersecurity risks including insider threat, and appropriate handling of CUI and other regulated data.
  • Treat client data and OSIbeyond data as sensitive, and do not disclose, release, or otherwise transfer it outside of OSIbeyond or client environments without written permission.
  • Follow cybersecurity requirements as described in the Employee Handbook and other OSI policies.
  • Immediately follow incident response procedures when a security incident or concern is noticed.
  • Assist with the escorting or monitoring of visitors.

    • Experience and Knowledge

    1-2 years experience as Tier 1 TSR

    Certifications

  • CompTIA A+

    • Position :

  • Location Rockville, MD Hybrid eligible, not to exceed 1-day WFH.
  • Employment Type- Full time
  • Compensation - $51,500-58,999k DOE
  • Travel - Some travel required, vehicle required.
  • On Call rotation required

    • Benefits :

  • Medical Insurance- OSIbeyond pays 80% of the premium for the Employee's base medical plan
  • Vision and Dental Insurance- OSIbeyond pays 80% of the premium for the Employee's plans
  • Life Insurance- OSIbeyond pays 100% of the premium for the Employee's plans
  • Short Term Disability Insurance- OSIbeyond pays 100% of the premium for the Employee's plans
  • 401K- OSIbeyond matches up to 4%
  • PTO / Holidays - 9 paid Holidays and accrual based PTO which increases with tenure, new hires start out with 2 weeks.
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    Technical Support Engineer • Rockville, MD, US