Technical Support, Senior Associate

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Job description

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:
2 years with BS/BA; 0 years with MS/MA; 6 years with no degree

Tier III support experience

Experience with troubleshooting computer hardware/software and networking systems

Ability to obtain Top Secret clearance

Peraton offers enhanced benefits to employees working on this critical National Security program, which include heavily subsidized employee benefits coverage for you and your dependents, 25 days of PTO accrued annually up to a generous PTO cap and eligible to participate in an attractive bonus plan.

Peraton Overview:
Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world's leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can't be done by solving the most daunting challenges facing our customers. Visit to learn how we're keeping people around the world safe and secure.

Target Salary Range:
$51,000 - $82,000. This represents the typical salary range for this position based on experience and other factors.

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