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Enterprise Operations Center Engineer

Ignite ITSuitland-Silver Hill, Maryland, United States
On-site Full-time

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Experience Level

Experience

Qualifications

Qualifications:Minimum of 3 years of IT experience. Bachelor's degree in relevant field. U. S. Citizenship. Ability to obtain a government public trust clearance. Experience with infrastructure and application support utilizing Remedy or other ticketing and incident management systems. Familiarity with ITIL/ITSM principles. Outstanding customer service skills. Capability to present incident debriefs and root cause analysis reports to executive management. Availability for on-call support as needed. Strong planning and prioritization skills for personal and project team tasks. Meticulous attention to detail. Proficient in clear and efficient communication with team members and clients, both verbally and in writing. Ability to adapt presentations to suit different audiences. Excellent active listening skills. Analytical problem-solving skills with a focus on identifying root causes and implementing effective solutions. Willingness to work shift duties. Must be willing to work on Client Site.

About the job

Become a vital part of Ignite IT, a renowned partner for federal agencies, committed to modernizing infrastructure and enhancing collaborative efforts. As we strive to create resilient and high-performance systems, we're on the lookout for an Enterprise Operations Center (EOC) Engineer to join our dynamic team.

Key Responsibilities:

  • Daily management, tracking, reporting, processing, and assignment of tickets.
  • Open, track, and close tickets efficiently.
  • Perform proactive network and systems monitoring to ensure uptime.
  • Assist in service restoration during outages.
  • Review and reprioritize tickets daily to maintain compliance with Service Level Agreements (SLA).
  • Define and classify levels, priorities, and nature of problems, requests, and issues.
  • Evaluate and prioritize incoming requests via telephone, voicemail, email, and in-person interactions.
  • Actively manage incident tickets, providing timely status updates per SLA.
  • Collaborate with customers to gather information about issues and guide them through diagnostic procedures.
  • Compose technical and professionally written outage notifications and updates for incident stakeholders.
  • Drive continuous improvement in service desk support and update the knowledge base as necessary.
  • Conduct systems administration troubleshooting and support.
  • Fulfill shift duties, including 1st, 2nd, 3rd, and swing shifts.

About Ignite IT

Ignite IT is a trusted partner for federal agencies, dedicated to modernizing infrastructure and enhancing collaboration to create robust, high-performance systems. Join our mission to deliver excellence and innovation in federal IT services.

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