Job Information
ICONMA, LLC Senior Technical Support Specialist in United States
Senior Technical Support Specialist
Location: Mclean, VA / Richmond, VA / Wilmington, DE / Plano, TX/ Hybrid
Duration: 6 months with possible extension up to 24 months
Description:
Vulnerability Support Specialist
General Responsibilities:
Proactively/reactively remediate software vulnerabilities
Manage vulnerability incidents from start to completion
Read and interpret vulnerability technical documentation
Research and develop solutions to new and evolving vulnerabilities
Anticipate the needs of clients and acts accordingly
Support the identification of trends in incidents and help to identify solutions and reduce incidents
Document steps taken towards resolutions in incident tracking system
Work with groups across IT to test new software and provide feedback
Operate well in a team setting
Ability to work with customers in a virtual/remote setting and offer clear and concise communications
Adaptable to additional responsibilities/opportunities inside and outside the vulnerability remediation support operation
Provide virtual/remote support for projects and other support teams where needed
General Qualifications:
Associate's Degree in fields such as Computer Science, Information Systems, and Engineering or equivalent certification or military experience
1+ years field services work experience
Proficient with all versions of MS Windows and Mac O/S
Proficient with GSuite Application
Proven experience working with customers or end users
Preferred Qualifications:
Microsoft (MCP or MCSE), ITIL, or A+ certifications
Understanding of or experience with diagnostic tools
Utilization of remote control and other desktop support tools for problem resolution
Knowledge of LAN and WAN equipment, general networking knowledge, TCP/IP and awareness of security
Scripting abilities a
- Call Notes:
Team Info:
Support Vulnerability Remediation
Software driven, Vulnerability within code
Resolve automation, proactive and reactive work
Tickets generated by automated system (ServiceNow), depending upon the vulnerability
Team of 7 Tech support in this current team and there are 7 more tech support in another team works on the same environment
Role Info:
Hands on Technical Support role with strong Technical support, Ticketing system and excellent communications background.
Major focus is on window / OS updates
Ticket assignment combination of rotational schedule on phone and maintain productivity.
Manage 20 Incidents / tickets per day.
Top Skills:
Tech Support / Desktop Support exp is a must
Mac / Windows OS Exp is a must
Strong technology background
Basic troubleshooting exp is a must
Good documentation skills are required
Nice to have:
Software Vulnerability knowledge is a plus
Service Now Ticketing System
Soft Skills:
Excellent communications
