Customer Support Engineer

Job Description

Description

SAIC opening for a Customer Service Engineer will be required to respond to end-user requests for assistance in the operation and functionality of their computing systems, peripheral and other devices.  The candidate must be able to assist the user in the use of existing manuals and non-scripted or automated system responses in clearing Tier 1 and Tier 2 trouble tickets.  The candidate must be able to effectively interact with the user and be able to refer ongoing or unresolved issues to the appropriate technical, analysis, assurance, or engineering support team.  The candidate must possess effective communication skills, have an attention to detail, and be willing to work as part of an integrated team consisting of both Government and contractor personnel.

The key responsibilities for this position include:

• Provide excellent customer service experience
• Ability to work in a team environment
• Provide technical assistance with computer software
• Perform both Hardware and software installation, configurations, and updates
• Knowledge of Windows 10 and MS Office Suite 365 including Microsoft Teams
• Provide routine IT customer support in maintaining computing systems, printers, and other peripherals
• Ability to multi-task
• Analyze and report on daily ticket resolution to a 95% weekly ticket closure rate
• Troubleshooting of basic IT services as needed and assisting customers with reported issues
• Daily use of ticketing system
• Deals with a wide range of hardware and network technology issues in a high-volume, fast paced environment
• Responsible for all assigned trouble tickets from creation to resolution

Required Skills:

• Experience providing IT support to end-user communities in a hybrid on site & remote work environment
• Experience working with help or service desk trouble ticket reporting systems preferred
• Excellent customer service and communications skills required
• Experience with Windows 10 and MS Office Suite including Microsoft Teams
• Customer Service Skills
• Ability to take initiative
• Excellent attention to detail
• Ability to learn quickly
• Demonstrable troubleshooting and problem resolution skills for hardware and software
• Creating and updating processes and procedures

Qualifications

TYPICAL EDUCATION AND EXPERIENCE: AA Degree in related discipline and one year related experience; Or, High School and two (2) years of related experience with relevant certification.

Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.

Overview

SAIC® is a premier Fortune 500® technology integrator driving our nation's technology transformation. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes secure high-end solutions in engineering, digital, artificial intelligence, and mission solutions. Using our expertise and understanding of existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective, and efficient solutions that are critical to achieving our customers' missions.

We are more than 26,500 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer, fostering a respectful work culture based on diversity, equity, and inclusion that values all contributors. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.1 billion. For more information, visit saic.com.