Enterprise Operations Center Engineer

Overview

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 Enterprise Operations Center (EOC) Engineer to become a part of our dynamic team.

• 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

• 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

• Experience with Linux Operating Systems
• Experience with Network and Server monitoring tools
• Experience supporting federal projects

• 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