Technical Support, Lead Associate

Responsibilities

Peraton is currently seeking skilled and qualified candidates for their Technical Support Lead Associate position located in Clarksville, VA. This position is on-site and not remote.

 

Day to Day Work Responsibilities may include:

• 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:

• Bachelor's degree with 5 years experience, master's degree with 3 years experience or high school diploma/ged with 9 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

Peraton Overview

Peraton is a next-generation national security company that 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, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can’t be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we’re keeping people around the world safe and secure.

Target Salary Range

$51,000 - $82,000. This represents the typical salary range for this position based on experience and other factors.

Salary : $51,000 - $82,000