Job ID: 201994
Location: COOKEVILLE, TN, United States
Date Posted: Feb 5, 2020
Category: Information Technology
Subcategory: Technical Svcs
Shift: Day Job
Travel: Yes, 10 % of the Time
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: None
Potential for Teleworking: No
JOB DESCRIPTION: Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training. Provides support to customer/users where the product is highly technical or sophisticated in nature. Generally interacts directly with the customer/user when the product is highly technical or sophisticated in nature, such as with systems level software where the user has a technical background. Additionally, may interact with product support personnel and potentially the customer when the customer's problem cannot be resolved directly by first-level resources. (It should be understood that this is not intended to be a detailed nor comprehensive description of any individual employee's job content. Managers set the specific duties and responsibilities for each employee). LEADERSHIP AND MANAGEMENT: Directly supervises individual contributors (skilled technicians, administrative support) and/or entry level professionals (accountants, entry-level engineers) N/A PROBLEM COMPLEXITY: Administers and executes policies, processes, and procedures that affect subordinate employees and the workflow of the work unit. Leads daily operations of work unit. FREEDOM TO ACT: Assignments are task or activity oriented. Work is reviewed for soundness of judgment and overall quality and efficiency. IMPACT: Decisions impact work unit operations. Erroneous decisions or recommendations or failure to achieve results might cause delays in schedules and require the allocation of more people and financial resources. LIAISON: Interacts internally primarily with subordinates and other supervisors. External interactions is typically with suppliers, vendors and/or customers. Primary purpose of liaison is information sharing and basic problem resolution.
TYPICAL EDUCATION AND EXPERIENCE: Bachelors and five (5) years or more experience; Masters and three (3) years or more experience; PhD and 0 years related experience; Six years of technical management experience in a NOC environment.
ITSM Experience (Remedy, ServiceNow)
Understanding of networking and monitoring tools
SAIC is a premier technology integrator solving our nation's most complex modernization and readiness challenges. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes high-end solutions in engineering, IT, and mission solutions. Using our expertise in existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective, and efficient solutions. We are 23,000 strong; driven by mission, united by purpose, and inspired by opportunities. Headquartered in Reston, Virginia, SAIC has pro forma annual revenues of nearly $6.5 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom. For SAIC benefits information, see Working at SAIC. EOE AA M/F/Vet/Disability