Manage, track, report, process and assign tickets daily.
Responsible for opening, tracking and closing tickets.
Perform proactive network and systems monitoring.
Assist in restoring service when outages occur.
Review tickets daily and reprioritize as needed to ensure compliance with Service Level Agreements (SLA).
Define and classify level, priority and nature of problem, request and/or issue.
Evaluate and prioritize incoming telephone, voice mail, e-mail, and in-person requests.
Actively manage incident tickets and provide status updates on each ticket per SLA.
Work with customers to collect information about problems and lead customers through diagnostic procedures to determine the source issue.
Ability to craft technical and professionally written outage notifications and updates to incident stakeholders.
Conduct continuous improvement service desk support and update knowledge base as required.
Perform systems administration troubleshooting and support.
Work in shift duties which includes 1st, 2nd, 3rd and swing shift.

A Minimum of 3 years of IT experience.
A bachelor's degree
US Citizen
Ability to obtain a government public trust clearance.
Experience with infrastructure and application support using Remedy or other ticketing and incident management systems.
Familiarity and practical application of ITIL/ITSM principles.
Excellent customer service aptitude.
Ability to present to executive management incident debriefs and root cause analysis reports.
Must be available for on-call support as required.
Plan and prioritize work, both their own and that of project team.
Good attention to details.
Ability to communicate clearly and efficiently to team members and clients, verbally and in writing.
Able to present ideas in a variety of ways depending upon audience and context.
Excellent active listening skills.
Ability to analyze problems and determine root cause, generating alternatives, evaluating and selecting alternatives and implementing solutions Results oriented.
Willing to work shift duties.
Must be willing to work on Client Site.
Experience with Linux Operating Systems.
Experience with Network and Server monitoring tools.
Experience supporting federal projects.

Enterprise Operations Center Engineer

Key skills