Job description

​​Role and Responsibilities​ • Provides technical leadership and assists in managing and supporting pod members, ensuring that support agents close tickets efficiently, enhance their technical knowledge, and adhere to established processes and procedures. • Communicate with clients to ensure that processes and procedures are up-to-date and functioning efficiently, enabling support agents to accurately and effectively complete tickets. • Resolve complex technical issues directly with customers submitted by phone, email, and onsite • Act as the primary escalation point from tier 1 and tier 2 support technicians • Provide training as needed to the tier 1 and tier 2 support teams • Advanced troubleshooting for server network issues not limited to Cisco, Fortinet, Meraki, Dell, Palo Alto, Ubiquiti, and SonicWall hardware (routing, switching) • Advanced knowledge and troubleshooting of Microsoft products including Windows Server, Azure, Cloud Computing, desktop operating systems, and hardware • Advanced experience with the management of Citrix Environments including XenApp, XenDesktop and Netscaler products. • Advanced experience with setting up, management of, and troubleshooting Active Directory environments • Virtualization design, implementation, and support (VMware, Hyper-V, Xen) • Familiarity with various storage appliances and technologies used in enterprise installations (iSCSI, RAID, SAN, NAS) • Expertise in Office 365/Azure administration and migrations • Knowledge of SaaS based products, and management of customer licenses • Maintain and update documentation along with creation of technical procedures • Device firmware and OS patching/upgrades as required • Able to be assigned projects, and adhere to schedules for on time completion skills and certifications • 5-10 years technical experience troubleshooting complex network, system, and end user support issues • Excellent communication skills both written and verbal • Resourceful and able to take initiative in a dynamic environment • Currently hold or be willing and able to obtain the following certifications within designated timeframe after onboarding: • ITIL Foundation • CompTIA A+ • CompTIA Net+ • CompTIA Security+ • CCNA • MCSE Job Type: Full-time Pay: $85,000.00 - $110,000.00 per year Benefits: • 401(k) • Dental insurance • Health insurance • Paid time off • Vision insurance Security clearance: • Confidential (Preferred) Ability to Commute: • Ashburn, VA 20147 (Preferred) Ability to Relocate: • Ashburn, VA 20147: Relocate before starting work (Preferred) Work Location: In person

Requirements