EOC Engineer Job at Ignite IT, Silver Hill, MD

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  • Ignite IT
  • Silver Hill, MD

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

Job Tags

Full time, Flexible hours, Shift work, Night shift, Afternoon shift

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