Job Description
- Required Qualifications:
- High School and 1 year of experience.
- Prior Call center experience required
- Strong time management capability with the ability to focus on issue at hand
- In depth knowledge of IT operations and incident management processes
- Familiarity with cloud architecture and best practices
- Excellent interpersonal and communication skills
- Experience running a 24x7x365 operations
- Must be able to work on a shifting schedule and some weekend schedule
- Ability to multitask effectively in a busy work environment/self-starter
- Must be a US Citizen
- Must be able to obtain and maintain the required Agency Clearance
- Preferred Qualifications:
- Knowledge of ITIL as applied to enterprise operations and incident management
- Understanding of networking, cloud, security, IT hardware, etc., in an IT infrastructure environment
- Familiarity with cloud architecture and best practices for deploying applications in the cloud
- AWS Cloud Practitioner certification preferred
- Exceptional problem-solving capabilities and use of judgment
- Understanding of AWS services and cloud concepts, including EC2, S3, RDS, VPC, IAM, Lambda, and CloudFormation
Peraton is seeking a skilled Day Shift Customer Technical Support professional to join our high-performing team. This is a hybrid role offering a mix of remote work and occasional on-site support. Candidates must be within commuting distance to East Rutherford, NJ. 3-day/4-day short week/long week rotation schedule,
We are looking for someone who is proactive, technically adept, and customer-focused and committed to resolving issues efficiently while ensuring a positive user experience. This is an excellent opportunity for individuals who thrive in overnight schedules and enjoy working in a mission-driven environment.
- What will you do:
- Create and manage work orders to request or route information for users using internal systems.
- Interface with cross-functional team network services, software engineering, and applications development to resolve service issues and identify root causes.
- Provide first and second-tier technical support for end users of company products and services.
- Use automated information systems to analyze and resolve routine technical issues.
- Review, sort, and prioritize incoming technical requests—both verbal and computer-generated for appropriate response and action.
- Escalate unresolved or complex problems to senior technical support when necessary.
- Fulfill user requests for information and training related to system databases and tools.
- Maintain and update training and support documentation using company-approved tools.
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