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Tier 2 Lead

Tier 2 Lead

Systems Engineering Solutions CorporationAlexandria, VA, US
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Years of Experience : 5 years of experience

Education Requirements : Bachelor’s degree in IT, Computer Science, or related discipline

Program Description : The contractor shall provide IT Infrastructure support services, which includes Tier 1 Help Desk, Tier 2 End User Support, Tier 3 Server, Platform, and Network Infrastructure Support and Engineering. Services shall include, but are not limited to, technical assistance for hardware, software, and network issues; incident and problem resolution; service request management; infrastructure monitoring and support; hardware and software lifecycle support; and management of escalation across all tiers.

Position Description : Supervises the Tier 2 support team, providing technical guidance and oversight for escalated incidents and service requests. Manages team performance, ensures adherence to SLAs, mentor staff, and coordinates with Tier 3 and other IT teams to resolve complex technical issues efficiently while maintaining high service quality..

Responsibilities :

  • Troubleshooting complex hardware, software, and network issues escalated from Tier 1
  • Managing ticket queues
  • Collaborating with other IT teams
  • Identifying long-term solutions to recurring problems to improve overall support efficiency and user satisfaction
  • Mentoring staff

Requirements

Required Skills :

  • Bachelor’s degree in IT, Computer Science, or related discipline or four additional years of experience if no degree
  • Public trust security clearance

    • Preferred Skills

  • CompTIA A+
  • , HDI Desktop Support Technician
  • , ITIL v4 Foundations
  • are preferred

    • Soft Skills :

  • Organizational Skills : Can plan and prioritize work. Follows tasks to their logical conclusion and makes sure that everything has been done to the right standard. Good attention to detail.
  • Team Work : Able to enthuse and maintain project interest. Comfortable working both individually and as part of a team. Prepared to challenge ideas within a group in a constructive way.
  • Leadership : Acute business acumen and understanding of organizational issues and challenges. Able to work effectively at all levels in an organization.
  • Communications : Ability to communicate clearly and efficiently to team members and clients, verbally and in writing. Able to present ideas in a variety of ways depending upon audience and context. Excellent active listening skills.
  • Quantitative Management : Ability to determine process measures and track to determine process effectiveness and efficiency.
  • Problem Solving : Natural inclination for planning strategy and tactics. Ability to analyze problems and determine root cause, generating alternatives, evaluating and selecting alternatives and implementing solutions.
  • Results oriented : Able to drive things forward regardless of personal interest in the task.

    • Benefits

    SES provides a competitive salary and the following benefits :

  • Medical
  • Dental
  • Vision
  • AD&D
  • STD
  • LTD
  • Company paid Life Insurance
  • 401k with employer contribution
  • Paid Time Off
  • Pet Insurance
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    Tier • Alexandria, VA, US