Customer Technical Support Representative
Clarksville, VA Clarksville, VA Full-time Full-time $51,000 - $82,000 a year $51,000 - $82,000 a year
Responsibilities:
Peraton is seeking a Customer Technical Support Representative to join your team.
You will provides technical advice and guidance on installation, adaptation, configuration or enhancement of Company's technical products, programs in a data center.
Performs problem resolution on the telephone with users, walks the user through a series of steps to determine problem and classify level, priority and nature of the problems and systems.
Possesses a wide range of in-depth skills and knowledge in computer hardware as well as networking cabling in use at a data center.
Provides expertise for the resolution of Data Center technical problems (power, network, equipment in a rack workload placement, and troubleshoots issues with customer or engineering support.
Provides expert and second tier technical support for the installation and repair of complex systems and outages in data center IT racks floor space.
Review's workload placement and engineering design guides to ensure successful implementation of data center services into production.
Maintains system stability through advanced analytical techniques, timely resolution of incidents, and proactive maintenance to provide the maximum availability.
Provides consultative assistance to other data center technical resources during off hours as needed.
Assist in developing continuous process improvement for support tools, troubleshooting techniques.
Communicate to appropriate internal personnel of issues at a particular account.
Determine the effectiveness of known solutions for the reported problem and apply these solutions as required.
Determine severity and complexity of a reported issue and if necessary, escalate to the appropriate specialist.
Determine the troubleshooting workflow and organize support priorities.
Determine severity and complexity of a reported issue and escalate to the appropriate specialist.
What you'll do:
Provide technical support to the end users of the customer system.
Support may take various forms, including phone conversations, email messages, and in-person interaction.
Support functions to the data center operations and equipment in a rack and network cabling infrastructure.
Provide support to account team end users via JIRA system or ServiceNow.
This support will be focused on first call' resolution.
Work with the operations Engineers and Application Support Engineers to support the operation and maintenance of all rack components of the System's environment in the data center.
Support approved modifications via change control standards to the environment to meet case requirements.
Provides advanced technical advice and guidance on installation, adaptation, configuration of rack components, and programs supporting Data Center raised floor IT systems.
Performs problem resolution on the telephone with account teams and Peraton shared services teams, through a series of steps to determine problem and classify level, priority and nature of the problems with systems in a Data Center.
Provides expertise for the resolution of data center IT floor space rack equipment and cabling technical problems Provides expert and second tier technical support for the installation and repair of complex rack / network cabling configurations.
Review's system and configurations for workload planning in the data center to ensure successful implementation of IT System racks into production.
Maintains system stability through advanced analytical techniques, timely resolution of incidents, and proactive maintenance to provide the maximum availability and optimal Mean Time to Repair.
Assist in developing continuous process improvement for support tools, troubleshooting techniques for ISO documents.
Communicate to appropriate internal personnel of issues at a particular account Determine the effectiveness of known solutions for the reported problem and apply these solutions as required.
Determine severity and complexity of a reported issue and if necessary, escalate to the appropriate specialist.
Determine the troubleshooting workflow and organize support priorities.
Qualifications:
Basic
Qualifications:
BS degree and 0-2 years experience or high school diploma and 4 years experience Must have experience working in a Data Center environment Strong understanding of Network protocols Experience supporting both Hardware and Software tools within a Data Center U.
S.
Citizenship required; must be able to obtain and maintain a Public Trust clearance as required Flexible work schedule to cover 24x7x365 Peraton Overview:
Peraton 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 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 employees do the can't be done, solving the most daunting challenges facing our customers.
Target Salary Range:
$51,000 - $82,000.
This represents the typical salary range for this position based on experience and other factors.
EEO:
An Equal Opportunity Employer including Disability/Veteran.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
Responsibilities:
Peraton is seeking a Customer Technical Support Representative to join your team.
You will provides technical advice and guidance on installation, adaptation, configuration or enhancement of Company's technical products, programs in a data center.
Performs problem resolution on the telephone with users, walks the user through a series of steps to determine problem and classify level, priority and nature of the problems and systems.
Possesses a wide range of in-depth skills and knowledge in computer hardware as well as networking cabling in use at a data center.
Provides expertise for the resolution of Data Center technical problems (power, network, equipment in a rack workload placement, and troubleshoots issues with customer or engineering support.
Provides expert and second tier technical support for the installation and repair of complex systems and outages in data center IT racks floor space.
Review's workload placement and engineering design guides to ensure successful implementation of data center services into production.
Maintains system stability through advanced analytical techniques, timely resolution of incidents, and proactive maintenance to provide the maximum availability.
Provides consultative assistance to other data center technical resources during off hours as needed.
Assist in developing continuous process improvement for support tools, troubleshooting techniques.
Communicate to appropriate internal personnel of issues at a particular account.
Determine the effectiveness of known solutions for the reported problem and apply these solutions as required.
Determine severity and complexity of a reported issue and if necessary, escalate to the appropriate specialist.
Determine the troubleshooting workflow and organize support priorities.
Determine severity and complexity of a reported issue and escalate to the appropriate specialist.
What you'll do:
Provide technical support to the end users of the customer system.
Support may take various forms, including phone conversations, email messages, and in-person interaction.
Support functions to the data center operations and equipment in a rack and network cabling infrastructure.
Provide support to account team end users via JIRA system or ServiceNow.
This support will be focused on first call' resolution.
Work with the operations Engineers and Application Support Engineers to support the operation and maintenance of all rack components of the System's environment in the data center.
Support approved modifications via change control standards to the environment to meet case requirements.
Provides advanced technical advice and guidance on installation, adaptation, configuration of rack components, and programs supporting Data Center raised floor IT systems.
Performs problem resolution on the telephone with account teams and Peraton shared services teams, through a series of steps to determine problem and classify level, priority and nature of the problems with systems in a Data Center.
Provides expertise for the resolution of data center IT floor space rack equipment and cabling technical problems Provides expert and second tier technical support for the installation and repair of complex rack / network cabling configurations.
Review's system and configurations for workload planning in the data center to ensure successful implementation of IT System racks into production.
Maintains system stability through advanced analytical techniques, timely resolution of incidents, and proactive maintenance to provide the maximum availability and optimal Mean Time to Repair.
Assist in developing continuous process improvement for support tools, troubleshooting techniques for ISO documents.
Communicate to appropriate internal personnel of issues at a particular account Determine the effectiveness of known solutions for the reported problem and apply these solutions as required.
Determine severity and complexity of a reported issue and if necessary, escalate to the appropriate specialist.
Determine the troubleshooting workflow and organize support priorities.
Qualifications:
Basic
Qualifications:
BS degree and 0-2 years experience or high school diploma and 4 years experience Must have experience working in a Data Center environment Strong understanding of Network protocols Experience supporting both Hardware and Software tools within a Data Center U.
S.
Citizenship required; must be able to obtain and maintain a Public Trust clearance as required Flexible work schedule to cover 24x7x365 Peraton Overview:
Peraton 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 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 employees do the can't be done, solving the most daunting challenges facing our customers.
Target Salary Range:
$51,000 - $82,000.
This represents the typical salary range for this position based on experience and other factors.
EEO:
An Equal Opportunity Employer including Disability/Veteran.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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