Tier I Support Engineer - Nights

General information

Requisition # R61267 Locations USA-VA-Tysons Posting Date 06/17/2025 Security Clearance Required TS/SCI w/ Poly Remote Type Onsite Time Type Full time

Description & Requirements

Unlock the secrets of intelligence with ManTech! Join a dynamic team at the forefront of national security, providing advanced solutions to government intelligence agencies. Since 1968, we’ve been solving the toughest challenges with groundbreaking tech. Explore thrilling projects in Digital Transformation, Cybersecurity, IT, Data Analytics and Software Development. Elevate your career and make a difference. Your adventure begins now—unleash your potential with ManTech!

ManTech seeks a motivated, career and customer-oriented Tier I Support Engineer Nights to join our team in Tysons, VA. 

The Tier I Support Engineer will be part of a global team that provides 24x7 support to help customers seamlessly operate their hybrid on-premises Cloud infrastructure.

In this role, you will troubleshoot technical problems for customers with a mix of debugging, networking, system administration, updating documentation, and when needed, coding/scripting. 

Responsibilities include but are not limited to:

• First contact for all Customer service requests - Answer phones, respond to chats and emails. A customer first attitude is a must.
• Maintain response and resolution speed as defined by SLOs;
• Keep high customer satisfaction scores and follow quality standards in 90% of cases.
• Familiar with Product and can reference runbooks and playbooks to provide a meaningful resolution to Customer
•  Provide high-touch assistance to highest Tier customers, build in-depth understanding of most pressing customer issues and act as an advocate for such issues with engineers and Program Managers.           
• Work Shift – this is for a night shift 10pm-6am position. Schedule to include but not limited to rotating weekends that may be required. Schedule subject to change based on business need.

Minimum Qualifications:

• Associate or bachelor’s degree in computer science or related field with 1+ years of experience in the Information Technology field; an additional 2 years of Information Technology experience might be substituted for a degree
• Basic understanding of Networking and Cloud technologies
• Working knowledge of Systems: UNIX/Linux or Windows
• Working knowledge of any customer service ticketing system
• Ability to read runbooks & playbooks & provide meaningful summaries to Customers
• Working knowledge of Google Workspace Tools (Doc, sheets and Slides)

Preferred Qualifications:

• Great communication skills (written and verbal)
• Experience working with ServiceNow
• CCNA or equivalent

Clearance Requirements:

• An active TS/SCI with Polygraph

Physical Requirements:

• Must be able to remain in a stationary position 50%
• Needs to occasionally move about inside the office to access file cabine