Sr. Technical Support Engineer (Contingent)

at  A3 Consulting LLC

MUST HAVE AN ACTIVE USD GOVERNMENT TOP SECRET CLEARANCE

Senior Technical Support Engineer (Contingent)
Arlington, VA
We are seeking an experienced and customer-focused Senior Technical Support Engineer to join our dedicated support team. The Senior Technical Support Engineer will be responsible for providing advanced technical assistance and troubleshooting for a custom enterprise application to our customers, ensuring prompt resolution of issues and maintaining high levels of customer satisfaction. This role will involve collaborating closely with cross-functional teams to identify root causes of complex technical issues and develop effective solutions.

Responsibilities:

• Technical Support: Provide onsite, expert-level technical assistance to customers, diagnosing and resolving complex hardware, software, and network issues via phone, email, chat, or remote desktop sessions.
• Help Desk Management: Manage Help Desk operations; document, manage, and assist in the resolution of trouble tickets and Change Requests (CRs); and track/manage performance metrics in ServiceNow. Support the planning, implementation, and execution of onsite maintenance, sustainment, deployment, backup, and recovery efforts. Coordinate with the project team and stakeholders to translate captured requirements, workflows, and observations into actionable technical requirements for the application.
• Issue Resolution: Take ownership of escalated support cases, conducting initial triage and response followed by in-depth analysis to identify root causes and implementing timely and effective solutions to resolve customer issues within customer-defined response and resolution timeframes
• Customer Communication: Communicate with customers in a clear and professional manner, providing regular updates on the status of support cases, troubleshooting steps, resolution timelines, and After-Action Reports (AARs).
• Knowledge Management: Document support processes, troubleshooting procedures, resolution steps, and Frequently Asked Questions (FAQs) in the knowledge base to facilitate the resolution of similar issues in the future and promote self-service among customers.
• Collaboration: Collaborate with cross-functional teams, including product development, engineering, and quality assurance, to escalate unresolved issues, provide feedback on product enhancements, and contribute to continuous improvement efforts.
• Technical Expertise: Stay up-to-date on product updates, new features, and industry trends to maintain a high level of technical proficiency and provide valuable insights to customers and internal teams.
• Customer Advocacy: Serve as a customer advocate within the organization, representing the voice of the customer and driving initiatives to improve the overall customer experience.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• Relevant industry certifications (e.g., CompTIA A+, Network+, Security+) for DoD8570 IATII compliance are required.
• 5+ years of experience in technical support roles, with a focus on troubleshooting complex technical issues in a customer-facing environment.
• Proficiency in diagnosing and troubleshooting hardware, software, and network issues across multiple platforms in a Government environment (e.g., Windows, Linux, macOS).
• Strong analytical and problem-solving skills, with the ability to quickly identify root causes and develop effective solutions under pressure.
• Experience working in close collaboration with the Government (both technical and nontechnical).
• Demonstrated proficiency with Issue Tracking Software (i.e. ServiceNow, Remedy, JIRA, etc.).
• Demonstrated proficiency with Microsoft Office and other productivity applications.
• Strong understanding of DoD Standards, Regulations, Policies, and Directives related to Information Security.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with diverse stakeholders and build positive relationships.
• Demonstrated project management abilities, including the ability to prioritize tasks, meet deadlines, and manage multiple projects simultaneously.
• Ability to work the core hours of 0800 – 1700, Monday – Friday.

Security Clearance:

• Must have an active USD Government Top Secret Clearance

• Technical Support: Provide onsite, expert-level technical assistance to customers, diagnosing and resolving complex hardware, software, and network issues via phone, email, chat, or remote desktop sessions.
• Help Desk Management: Manage Help Desk operations; document, manage, and assist in the resolution of trouble tickets and Change Requests (CRs); and track/manage performance metrics in ServiceNow. Support the planning, implementation, and execution of onsite maintenance, sustainment, deployment, backup, and recovery efforts. Coordinate with the project team and stakeholders to translate captured requirements, workflows, and observations into actionable technical requirements for the application.
• Issue Resolution: Take ownership of escalated support cases, conducting initial triage and response followed by in-depth analysis to identify root causes and implementing timely and effective solutions to resolve customer issues within customer-defined response and resolution timeframes
• Customer Communication: Communicate with customers in a clear and professional manner, providing regular updates on the status of support cases, troubleshooting steps, resolution timelines, and After-Action Reports (AARs).
• Knowledge Management: Document support processes, troubleshooting procedures, resolution steps, and Frequently Asked Questions (FAQs) in the knowledge base to facilitate the resolution of similar issues in the future and promote self-service among customers.
• Collaboration: Collaborate with cross-functional teams, including product development, engineering, and quality assurance, to escalate unresolved issues, provide feedback on product enhancements, and contribute to continuous improvement efforts.
• Technical Expertise: Stay up-to-date on product updates, new features, and industry trends to maintain a high level of technical proficiency and provide valuable insights to customers and internal teams.
• Customer Advocacy: Serve as a customer advocate within the organization, representing the voice of the customer and driving initiatives to improve the overall customer experience