IT Customer Service Technician – BES

This is a fully remote position, open to applicants in United States.

📋 Description

• Address technical issues that have been escalated by customers.

• Serve as a communication link between operations, the client, and the Engineering/Development team.

• Assist end users by utilizing existing manuals and scripted responses.

• Engage effectively with customers to understand their needs.

• Direct ongoing issues to the relevant engineering support team.

• Offer and document resolutions to technical problems.

• Conduct problem-solving and debugging activities.

• Facilitate multi-discipline triage calls.

• Clearly document and communicate workarounds and solutions.

• Provide support during extended core hours through a rotating schedule.

⛳️ Requirements

• Must be a U.S. citizen or authorized to work in the United States.

• Must reside in the U.S. and have held a permanent residence in the country for at least the past three consecutive years (36 months).

• Subject to a security investigation and may need to fulfill eligibility criteria for access to classified information.

• Experience in resolving technical issues; prior work in a Help Desk role is advantageous.

• Proven experience in providing and documenting solutions to technical problems.

• Skilled in problem-solving, debugging, and offering solutions to technical challenges.

• Ability to prioritize and execute tasks effectively in a high-pressure environment.

• Experience working in a team-oriented, collaborative, agile setting.

• Highly self-motivated and directed, with the capability to manage multi-discipline triage calls.

• Experience in documenting and communicating workarounds and solutions effectively.

• Strong time management skills and ability to prioritize tasks efficiently.

• Effective communication skills with managers and customers.

• Familiarity with the Software Development Lifecycle in a collaborative, agile environment.

• Proficient with tools such as ServiceNow, GitHub, and Jira.

• High school diploma or GED required.

• Availability to support extended core hours on a rotating schedule: Monday–Saturday, 6:00 AM–10:00 PM ET, and Sunday, 6:00 AM–3:00 PM ET, excluding holidays.

🏝️ Benefits

• 401K matching.

• Customized health plans.

• Dental and vision insurance.

• Life insurance.

• Short and long-term disability coverage.

• Incentives program to recognize exceptional performance.

• Paid holidays.

• Paid time off.