What are the responsibilities and job description for the Customer Technical Specialist IV position at Peraton?
Responsibilities:
Provides advanced technical advice and guidance on installation, adaptation, configuration or enhancement of Company technical products, programs. Performs Tier III 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 and software as well as networking systems in use at customer sites. Provides expertise for the resolution of technical problems, troubleshoots products and modifies products to customer requirements. Provides expert and second tier technical support for the installation and repair of complex systems and outages. Reviews system and configurations to ensure successful implementation of services 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. Partners with developers and engineers to reduce reoccurring incidents. Provides consultative assistance during off hours as needed. Assist in developing continuous process improvement for support tools, troubleshooting techniques. Collaborate and assist R&D in the testing and optimization of product support techniques and tools. 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. Provides training to customers.
Requirements and Technical Skills:
- Coordinates moderately complex to complex activities of functional areas or of department account leads to ensure that business solutions objectives are met.
- Interprets demand forecasts and assists functional areas or departments in planning and delivering end to end services
- Oversees account specific service problems and the prioritization of work requests
- Maintain records of expenditures to ensure that costs do not exceed approved budgets. Identifies and escalates issues related to budgetary compliance in relation to expenditures.
- Assists in developing new business proposals and introducing new technologies to enhance competitiveness of company products and services.
- Identifies service improvements to increase customer satisfaction. Communicates improvement need to appropriate parties to ensure timely implementation and to maintain client satisfaction
- Strong background utilizing MS Office Products
- Able handle multiple projects/task simultaneously
- Knowledge of infrastructure IT hardware
- Able to follow Standard Operating Procedures to resolve Hardware/Software incidents and service request.
- Able to provide project/implementation updates to the client and executive leadership team
- #TSAPeraton2022
BS 8-10, MS 6-8, PhD 3-5
Years of experience may be substituted for education.
Preferred Certifications:
- ITIL V3 Certification
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.
Salary Range: Salary Minimum: $57,500 Salary Mid: $115,000 Salary Maximum: $143,800 The estimate displayed represents the typical salary range for this position, and is just one component of Peraton's total compensation package for employees. Other rewards may include annual bonuses, short- and long-term incentives, and program-specific awards. In addition, Peraton provides a variety of benefits to employees. EEO Tagline (Text Only): An Equal Opportunity Employer including Disability/Veteran.Salary : $57,500 - $115,000
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