Day Shift Customer Technical Support

Program Overview

About The Role

Peraton is seeking a skilled Day Shift Customer Technical Support professional to join our high-performing team. This is a hybrid role offering a mix of remote work and occasional on-site support. Candidates must be within commuting distance to East Rutherford, NJ. 3-day/4-day short week/long week rotation schedule,

We are looking for someone who is proactive, technically adept, and customer-focused and committed to resolving issues efficiently while ensuring a positive user experience. This is an excellent opportunity for individuals who thrive in overnight schedules and enjoy working in a mission-driven environment.

What will you do:

• Create and manage work orders to request or route information for users using internal systems.
• Interface with cross-functional team network services, software engineering, and applications development to resolve service issues and identify root causes.
• Provide first and second-tier technical support for end users of company products and services.
• Use automated information systems to analyze and resolve routine technical issues.
• Review, sort, and prioritize incoming technical requests—both verbal and computer-generated for appropriate response and action.
• Escalate unresolved or complex problems to senior technical support when necessary.
• Fulfill user requests for information and training related to system databases and tools.
• Maintain and update training and support documentation using company-approved tools.

Qualifications

Required Qualifications:

• High School and 1 year of experience.
• Prior Call center experience required
• Strong time management capability with the ability to focus on issue at hand
• In depth knowledge of IT operations and incident management processes
• Familiarity with cloud architecture and best practices
• Excellent interpersonal and communication skills
• Experience running a 24x7x365 operations
• Must be able to work on a shifting schedule and some weekend schedule
• Ability to multitask effectively in a busy work environment/self-starter
• Must be a US Citizen
• Must be able to obtain and maintain the required Agency Clearance

Preferred Qualifications:

• Knowledge of ITIL as applied to enterprise operations and incident management
• Understanding of networking, cloud, security, IT hardware, etc., in an IT infrastructure environment
• Familiarity with cloud architecture and best practices for deploying applications in the cloud
• AWS Cloud Practitioner certification preferred
• Exceptional problem-solving capabilities and use of judgment
• Understanding of AWS services and cloud concepts, including EC2, S3, RDS, VPC, IAM, Lambda, and CloudFormation

SCA / Union / Intern Rate or Range

Details

Target Salary Range: $39,000 - $62,000. This represents the typical salary range for this position based on experience and other factors.

EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.