Technical Support Engineer

About the Role:

The Technical Support Engineer is a member of the help desk team. They are responsible for resolving tier 1 level ticket requests supporting our clients. The Technical Support Engineer should deliver excellent customer service while performing quality, well documented work. 

Key Responsibilities and Duties: 

• Work and complete assigned tickets according to SOPs
  
• Provide high quality written and verbal customer service
  

• Accurately track and document all work
  

• Perform technical support services in line with the technical
  skill requirements
  

• Setup and support physical hardware
  

• Travel to client sites to perform support when necessary
  

• Participate in on-call rotation and scheduled infrastructure maintenance

Job Qualifications:

Core Competencies

• Timeliness – Meets deadlines - Completes work in a timely manner.
  

• Reliability – Achieves commitments - Arrives to work and meetings when scheduled/expected.
  

• Attitude – Has a positive attitude about performing their job.
  

• Organization – Manages their own work and schedule 
  

• Accountability – Takes responsibility for actions and resolves own mistakes
  

• Receptive – open to feedback and willing to grow and improve
  

• Adaptable – flexible and open to change
  

• Integrity – High work ethic and integrity 
  

• Follow through – Ensures work completion
  

• Quality – complete all work with a high level of detail and accuracy 
  

• Professionalism – Conduct oneself in an all-round professional manner 
  

• Communication – Communicate effectively
  

• Team – Available and supportive of coworkers
  

Abilities 

• Prioritize and maintain a tidy ticket queue
  

• Notify the Helpdesk Manager when unable to complete workload
  

• Identify when an assignment should be escalated
  

• Create detailed documentation and ticket notes
  

• Provide high quality and timely
  customer service
  

• Meet all SLAs
  

• Support peers 
  

• Travel to client sites when needed
  

• Participates in on-call rotation, weekend updates, technical training
  

Security Responsibilities

• Complete training for and maintain awareness of cybersecurity risks including insider threat, and appropriate handling of CUI and other regulated data.
  

• Treat client data and OSIbeyond data as sensitive, and do not disclose, release, or otherwise transfer it outside of OSIbeyond or client environments without written permission. 
  

• Follow cybersecurity requirements as described in the Employee Handbook and other OSI policies.
  

• Immediately follow incident response procedures when a security incident or concern is noticed.
  

• Assist with the escorting or monitoring of visitors.
  

Experience and Knowledge 

1-2 years experience as Tier 1 TSR

Certifications

• CompTIA A+  
  

Position:

• Location – Rockville, MD –Hybrid eligible, not to exceed 1-day WFH.
• Employment Type - Full time 
• Compensation - $51,500-58,999k DOE
• Travel - Some travel required, vehicle required.
• On Call rotation required

Benefits:

• Medical Insurance - OSIbeyond pays 75% of the premium for the Employee's base medical plan
• Vision and Dental Insurance - OSIbeyond pays 75% of the premium for the Employee's plans
• Life Insurance - OSIbeyond pays 100% of the premium for the Employee's plans
• Short Term Disability Insurance - OSIbeyond pays 100% of the premium for the Employee's plans
• 401K - OSIbeyond matches up to 4%
• PTO/Holidays - 9 paid Holidays and accrual based PTO which increases with tenure, new hires start out with 2 weeks.