Overview

Soft Tech Consulting is seeking a highly motivated, self-directed individual to fill the role of a Tech Support Shift Supervisor (Swing) for an existing government client. The place of performance is in Alexandria, VA. The NOC shift is from 1515 to 0000.

MUST HAVE SECRET CLEARANCE

Responsibilities

• Collect and track relevant data and statistics and record network operations support accomplishments for inclusion in weekly reports.
• Check Splunk concerning network and systems status on a recurring basis and take or initiate action to address problems or issues.
• Assign new work orders to operations support technicians/engineers within one hour of STAC notification; personally follow-up on any urgent action. Under direction of the lead network engineer, provide statistical reporting data on post communications links as required.
• Maintain a log and track metrics on network outages.
• Make post database updates.
• Maintain up-to-date IP list on SharePoint.
• Manage the daily activities of the NOC- take action for any technical faults or issues, maintain cleanliness, organization (documentation), operation and monitor the logbook.
• Ensure all tickets are acted on promptly, effectively and closed out promptly, meeting established metrics, service level agreements, and contractual obligations.
• Maintain the operations support duty roster. Make sure that 24/7/365 customer support is available.
• Provide coaching and direction to subordinate Systems Engineers (Watchstanders). Identify any weaknesses and training needs.
• Conduct quality control checks and audit work completed by other Watchstanders. Review shift and work order logs for completeness and accuracy.
• Ensure that all technical support and commissioning operations are conducted in accordance with applicable policies, standards, and guidelines.
• Under the direction of the NOC Manager, initiate, plan, execute, monitor & control, and complete special projects.
• Serve as the shift lead and subject matter expert for technical and resource management. Act as a conduit for communication between Watchstanders and the NOC Manager and/or level 3 technical staff.

Qualifications

• A degree in the field of computer science or a related discipline is preferred.
• At least two entry/mid-level IT certifications such as A , CCNA, network , etc.
• Have a good base of IT knowledge to draw upon and be able and willing to learn new applications and related hardware devices under general supervision.
• At least two years of general hands on experience in a PC/network helpdesk or technical support environment.
• At least one year of network support specific experience.
• Working knowledge of technical security systems used by the client such as CCTV, alarms, and access control is highly desired.

About Us

Soft Tech Consulting, Inc. is a woman and minority-owned business headquartered in Chantilly, VA. With contracts in both the public and private sectors in the DC metro area and across the country, Soft Tech is an organization made up of highly successful and talented Information Technology professionals offering enterprise class solutions for any size organization at great value. Soft Tech’s mission is to help government organizations design, implement, and maintain mission critical Information Technology solutions. By focusing jointly on our employees and our customers, we are able to achieve our mission by providing each and every one of our customers with continuous quality customer support.Soft Tech Consulting, Inc. is an Equal Opportunity Employer.