• Customer Technical Specialist III

    Job Locations US-KY-Fort Knox
    Req #
    2019-88987
    Category
    IT Operations
    Telecommute
    No
    Clearance
    Secret
  • Business Group Highlights

    Defense

    The Defense group supports the Department of Defense (DoD) mission to keep our homeland and its citizens safe. We provide solutions to improve the Nation's defense by providing software, systems engineering, IT, training and logistics and fleet management solutions.

    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.

    Qualifications

    Requires 5 to 8 years with BS/BA or 3 to 5 years with MS/MA or 0 to 2 years with PhD.

    About Perspecta

    What matters to our nation, is what matters to us. At Perspecta, everything we do, from conducting innovative research to cultivating strong relationships, supports one imperative: ensuring that your work succeeds.  Our company was formed to bring a broad array of capabilities to all parts of the public sector—from investigative services and IT strategy to systems work and next-generation engineering.

     

    Our promise is simple: never stop solving our nation’s most complex challenges. And with a workforce of approximately 14,000, more than 48 percent of which is cleared, we have been trusted to just that, as a partner of choice across the entire sector.

     

    Perspecta is an AA/EEO Employer - Minorities/Women/Veterans/Disabled and other protected categories.

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