What are the responsibilities and job description for the Technical Support Engineer position at OSIbeyond?
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 75% of the premium for the Employee's base medical plan
- Vision and Dental Insurance - OSIbeyond pays 75% 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.
Salary : $51,500 - $58,999