L2 Technical Support Engineer - Federal

This job was posted over 30 days ago, so it has most likely closed. See newer jobs like it.

Written by AI from the job title and company, not by Henderson Scott, so some details may not match this job. The employer's own page has the real description.

Job Overview

The L2 Technical Support Engineer - Federal at Henderson Scott will be responsible for delivering exceptional technical support to federal clients, ensuring high levels of customer satisfaction and efficient resolution of issues. This role involves diagnosing and troubleshooting complex technical problems, collaborating with cross-functional teams, and providing guidance for effective use of technology solutions tailored for federal applications. The engineer will also provide input on optimizing processes and contribute to a knowledge base for recurring issues.

Job Responsibilities

• Respond to customer inquiries and provide accurate solutions in a timely manner.
• Troubleshoot and resolve technical issues related to hardware, software, and network environments.
• Document all interactions and resolutions in the ticketing system for tracking and reporting purposes.
• Collaborate with L3 engineers and other relevant teams to escalate and resolve complex technical issues.
• Conduct root cause analysis to prevent recurrence of reported issues.
• Assist in training and mentoring junior team members on technical support processes and tools.
• Prepare detailed technical reports and summaries for management review.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Minimum of 3 years of experience in technical support or systems administration, preferably within federal environments.
• Strong knowledge of operating systems (Windows, Linux) and enterprise application support.
• Familiarity with networking concepts and protocols, including TCP/IP and VPN technologies.
• Excellent problem-solving skills coupled with a strong attention to detail.
• Exceptional communication and interpersonal skills, with the ability to convey technical information to non-technical audiences.
• Current, active security clearance may be required based on customer needs.

Technologies & Tools

The L2 Technical Support Engineer will primarily utilize a range of technologies including remote desktop tools, ticketing systems such as ServiceNow or JIRA, and communication tools such as Slack or Microsoft Teams. Familiarity with monitoring and diagnostic software, as well as configurations related to cloud services, will be essential to effectively manage the technical needs of federal clients.

Ideal Candidates

The ideal candidate for the L2 Technical Support Engineer position will possess a strong technical acumen combined with effective communication skills. They should be proactive and detail-oriented, displaying a genuine passion for troubleshooting and problem-solving. A strong ability to work collaboratively in a team environment, along with the capacity to manage multiple priorities efficiently, is crucial. Finally, candidates should showcase a commitment to continuous learning and adaptability in an ever-evolving technical landscape.