Company:
ICONMA, LLC
Location: McLean
Closing Date: 30/11/2024
Hours: Full Time
Type: Permanent
Job Requirements / Description
Senior Technical Support Specialist
Location: Mclean, VA / Richmond, VA / Wilmington, DE / Plano, TX/ Hybrid
Duration: 6 months with possible extension up to 24 months
Description:
Vulnerability Support Specialist
General Responsibilities:
- Proactively/reactively remediate software vulnerabilities
- Manage vulnerability incidents from start to completion
- Read and interpret vulnerability technical documentation
- Research and develop solutions to new and evolving vulnerabilities
- Anticipate the needs of clients and acts accordingly
- Support the identification of trends in incidents and help to identify solutions and reduce incidents
- Document steps taken towards resolutions in incident tracking system
- Work with groups across IT to test new software and provide feedback
- Operate well in a team setting
- Ability to work with customers in a virtual/remote setting and offer clear and concise communications
- Adaptable to additional responsibilities/opportunities inside and outside the vulnerability remediation support operation
- Provide virtual/remote support for projects and other support teams where needed
General Qualifications:
- Associate's Degree in fields such as Computer Science, Information Systems, and Engineering or equivalent certification or military experience
- 1+ years field services work experience
- Proficient with all versions of MS Windows and Mac O/S
- Proficient with GSuite Application
- Proven experience working with customers or end users
Preferred Qualifications:
- Microsoft (MCP or MCSE), ITIL, or A+ certifications
- Understanding of or experience with diagnostic tools
- Utilization of remote control and other desktop support tools for problem resolution
- Knowledge of LAN and WAN equipment, general networking knowledge, TCP/IP and awareness of security
- Scripting abilities a+
Call Notes:
Team Info:
Support Vulnerability Remediation
Software driven, Vulnerability within code
Resolve automation, proactive and reactive work
Tickets generated by automated system (ServiceNow), depending upon the vulnerability
Team of 7 Tech support in this current team and there are 7 more tech support in another team works on the same environment
Role Info:
Hands on Technical Support role with strong Technical support, Ticketing system and excellent communications background.
Major focus is on window / OS updates
Ticket assignment combination of rotational schedule on phone and maintain productivity.
Manage 20 Incidents / tickets per day.
Top Skills:
Tech Support / Desktop Support exp is a must
Mac / Windows OS Exp is a must
Strong technology background
Basic troubleshooting exp is a must
Good documentation skills are required
Nice to have:
Software Vulnerability knowledge is a plus
Service Now Ticketing System
Soft Skills:
Excellent communications
Location: Mclean, VA / Richmond, VA / Wilmington, DE / Plano, TX/ Hybrid
Duration: 6 months with possible extension up to 24 months
Description:
Vulnerability Support Specialist
General Responsibilities:
- Proactively/reactively remediate software vulnerabilities
- Manage vulnerability incidents from start to completion
- Read and interpret vulnerability technical documentation
- Research and develop solutions to new and evolving vulnerabilities
- Anticipate the needs of clients and acts accordingly
- Support the identification of trends in incidents and help to identify solutions and reduce incidents
- Document steps taken towards resolutions in incident tracking system
- Work with groups across IT to test new software and provide feedback
- Operate well in a team setting
- Ability to work with customers in a virtual/remote setting and offer clear and concise communications
- Adaptable to additional responsibilities/opportunities inside and outside the vulnerability remediation support operation
- Provide virtual/remote support for projects and other support teams where needed
General Qualifications:
- Associate's Degree in fields such as Computer Science, Information Systems, and Engineering or equivalent certification or military experience
- 1+ years field services work experience
- Proficient with all versions of MS Windows and Mac O/S
- Proficient with GSuite Application
- Proven experience working with customers or end users
Preferred Qualifications:
- Microsoft (MCP or MCSE), ITIL, or A+ certifications
- Understanding of or experience with diagnostic tools
- Utilization of remote control and other desktop support tools for problem resolution
- Knowledge of LAN and WAN equipment, general networking knowledge, TCP/IP and awareness of security
- Scripting abilities a+
Call Notes:
Team Info:
Support Vulnerability Remediation
Software driven, Vulnerability within code
Resolve automation, proactive and reactive work
Tickets generated by automated system (ServiceNow), depending upon the vulnerability
Team of 7 Tech support in this current team and there are 7 more tech support in another team works on the same environment
Role Info:
Hands on Technical Support role with strong Technical support, Ticketing system and excellent communications background.
Major focus is on window / OS updates
Ticket assignment combination of rotational schedule on phone and maintain productivity.
Manage 20 Incidents / tickets per day.
Top Skills:
Tech Support / Desktop Support exp is a must
Mac / Windows OS Exp is a must
Strong technology background
Basic troubleshooting exp is a must
Good documentation skills are required
Nice to have:
Software Vulnerability knowledge is a plus
Service Now Ticketing System
Soft Skills:
Excellent communications
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