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 timelycustomer 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

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

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