Customer Technical Specialist

Peraton is seeking a Customer Technical Specialist to join our team of qualified, diverse individuals. The ideal candidate will support the Department of Homeland Security (DHS)/ Transportation Security Administration (TSA) customer. This individual will support a 24x7 operations of Engineers supporting: Incident Management, Event Management, Queue Management, and Bridge Management actions for a hybrid government infrastructure. The ideal candidate will be responsible for implementing policies and procedures regarding how incidents are identified, received, documented, distributed, and corrected.

 

This is a Night Position, 12-hour shifts including weekends and holidays.

 

Day to Day Work Responsibilities:

• Monitors critical network elements and applications using various network monitoring systems in a 7x24x365 Critical Incident Center (CIC).
• Uses computerized network management systems to check for system alarms when parts of the network are not working properly and may jeopardize the level of communication services available to customers.
• Follows procedures to validate, troubleshoot, and escalate issues.
• Establishes activities to improve technical practices in the areas of quality and resolution timeframes.
• Work with Problem Management teams by providing detailed historical data from the CIC’s monitoring tools/incidents to assist in the identification of underlying root causes.
• Coordinate with on-site personnel and provide step-by-step remote guidance for the physical troubleshooting, cable verification, and power-cycling of network equipment
• Manage the rapid progression of incidents from creation to completion.
• Perform trend analysis on incidents, developing and publishing reports as directed.
• Document incidents to configuration items, track plans to resolve, prevent, and mitigate future incidents.
• Analyze incident trends and recommend corrective actions.
• Engage and coordinate technical resources across IT support teams.
• Ensure the incident management process is followed and perform notifications and escalations.
• Ensure incident reports include adequate notes for later review and analysis.
• Ensure follow-up change tickets are submitted and scheduled as appropriate.
• Ensure incident tickets have the most current information and or corrective action(s).
• Identifying emerging incidents and ensuring their prompt resolution.
• Coordinating responses between technical teams during a service disruption to address and solve service failures as quickly and effectively as possible.
• Work directly with the subject matter expert (SME) to establish procedures to prevent future incidents.

Basic Qualifications:

 

• U.S. Citizenship required and must have the ability to obtain a DHS Entrance on Duty (EOD) clearance.
• High school diploma/equivalent and minimum 5 years experience; some specialized training is a plus.  
• Basic understanding of networking hardware (routers/switches) and the ability to explain technical procedures to non-technical on-site personnel.
• Understanding of monitoring and management tools such as Solarwinds and ServiceNow.
• Experience working in a professional security environment balancing multiple tasks and prioritizing.
• Ability to contribute to a much larger team ensuring Mission Critical Facilities issues and customer requests are met in a timely fashion.

Preferred Qualifications:

• Familiarity with ITIL 4 Foundations, specifically Incident and Problem Management practices. 

 

 

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can’t be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we’re keeping people around the world safe and secure.

$39,000 - $62,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual’s experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.

EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.