EOC Engineer
Ignite ITSuitland-Silver Hill, MD
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Overview
Schedule
Full-time
Career level
Senior-level
Remote
On-site
Job Description
Join Ignite IT, a trusted partner for federal agencies, as we work together to modernize infrastructure, enhance collaboration, and create resilient, high-performance systems. We're expanding our support and ready for an EOC Engineer to become a part of our dynamic team.
What You’ll Do
- 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.
Requirements
- 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.
Nice To Have:
- Experience with Linux Operating Systems.
- Experience with Network and Server monitoring tools.
- Experience supporting federal projects.
Benefits
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Professional development assistance
- Referral program
- Retirement plan
- Tuition reimbursement
- Vision insurance
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FAQs About EOC Engineer Jobs at Ignite IT
What is the work location for this position at Ignite IT?
This job at Ignite IT is located in Suitland-Silver Hill, MD, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.
What pay range can candidates expect for this role at Ignite IT?
Employer has not shared pay details for this role.
What employment applies to this position at Ignite IT?
Ignite IT lists this role as a Full-time position.
What experience level is required for this role at Ignite IT?
Ignite IT is looking for a candidate with "Senior-level" experience level.
What is the process to apply for this position at Ignite IT?
You can apply for this role at Ignite IT either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.