1+ months

Customer Technical Support Representative 6

Raleigh, NC 27603
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Peraton Overview

Peraton drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the worlds leading mission capability integrator and transformative enterprise IT provider, we deliver trusted and highly differentiated national security solutions and technologies that keep people safe and secure. Peraton serves as a valued partner to essential government agencies across the intelligence, space, cyber, defense, civilian, health, and state and local markets. Every day, our 22,000 employees do the cant be done, solving the most daunting challenges facing our customers.

Qualifications

A High School Diploma or equivalent with 6 to 8 years experience or a Bachelors degree with 0-2 years experience is required. May hold 2-year post-high school Degree (technical field); In lieu of a degree,equivalent combination of certificates, personal experience and years of related work experience will be considered.
  • May hold entry level certification(s) in field of work.
  • Typically, 3-5 years of working experience in related fields.


Candidates in this position are expected to have knowledge and/or experience with:
  • Incident Management:

o Identify application/platform performance issues proactively. Solve technical problems on assigned hardware and software platform(s)/application(s) following standard protocols.

o Work within strict time scales and escalate incidents within defined time windows.

  • Problem Management:

o Use proactive monitoring procedures/tools to identify trends that offer problem-solving opportunities.

  • Change Management:

o Configure system hardware, software to meet established standards with assistance. Perform routine installations and/or configurations. Assemble and integrate system/product.

  • Operations Maintenance:

o Perform routine maintenance. May include applying security and/or software patches, Installing EDM on clients, updating virus patterns, rebooting servers and workstations.

  • Customer Relationship:

o Maintain a high level of customer satisfaction by clarifying customer needs and ensuring that they are met. Work effectively in a multicultural environment. Respond to service, product, technical, and customer relations questions.

  • Quality:

o Understand the impact of issues/outages on the customer's operations and business. Contribute to team's ability to meet target goals through participation in continuous service improvement initiatives.

  • Complaint Handling:

o Respond to customer relations problems respectfully, promptly, and appropriately. Take ownership to ensure satisfactory completion of complaint through the employment of appropriate resources.

  • Teamwork:

o Work well in a small team with well-defined objectives.

o Collaborate with team members when problem solving.

o Update team members with watched, critical, high-impact issues effecting the customer operations.

  • Documentation:

o Prepare well-documented tickets.

o Update and author team documentation for new or changed processes and procedures.

o Prepare well-written email communication.

All candidates must:
  • Pass a behavioral and technical interview
  • Must pass both a client and Peraton-mandated clearance process.
  • Candidate may not have more than 182 total days of foreign travel outside the United States within the last five years, military Service excluded.


This position requires United States Citizenship and eligibility to apply for/obtain a Clearance.

Responsibilities

Perspecta has an immediate need for a Customer Technical Support Representative in Raleigh, NC.

Peraton provides a Tier II 24 x 7 help desk for the United States Postal Service in support of various proprietary and commercial off-the-shelf (COTS) applications, servers, workstations, handheld and mobile devices in a wired/wireless network environment.

Work requirements include compliance with USPS standards and guidelines, Postal Service Security policies, procedures, and applicable federal laws. Ability to exhibit excellent customer service skills. Possess strong verbal and written communication skills. Demonstrate an ability to work independently through both self-directed activities and as part of a team.

Industry

  • Information Technology
Posted: 2021-06-28 Expires: 2021-12-20

With offerings in mission services, digital transformation and enterprise operations, our team of 14,000 engineers, analysts, investigators and architects work tirelessly to create innovative solutions. We have the expertise and experience not only to devise solutions, but to execute on them successfully.

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Customer Technical Support Representative 6

Perspecta
Raleigh, NC 27603

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