Customer Service Engineer (ESOM - Surge Support)

Kentro is hiring an experienced Surge Support Customer Service Engineer to support their VA - End Point Support and Operations Monitoring (ESOM) contract across the United States. The ideal candidate will travel within the district to support events that require dedicated IT support, and will reside at a designated location to quickly support end-user requests for assistance.

Requirements

• Serve as a dedicated resource for surge support events within the assigned district, requiring up to 50% travel for up to two (2) weeks at a time;
• Support the Government with the installation, maintenance, testing, and troubleshooting of computer systems and equipment, ensuring optimal operation and user satisfaction;
• Demonstrate flexibility and adaptability to changing situations, effectively managing multiple users and priorities simultaneously;
• Assist in delivering both remote and desk-side technical support, responding to IT support tickets, performing diagnostic and repair activities and use debugging protocols and processes on both hardware and software components;
• Assist in setting up and maintaining user accounts, Active Directory and other system accounts, interfacing with other software applications, compiling reports, and responding to customer requests;
• Familiar with static IP and DHCP reservations;
• Monitor open tickets in VA’s ServiceNow customer incident ticketing system to ensure adherence to business processes;
• Assist with equipment returns, deployments, unboxing, inventorying, and verification;
• Possessing the physical capability to handle demanding tasks such as lifting equipment up to 50 pounds and bending, twisting, squatting and crawling to navigate through facility spaces to access and repair equipment;
• Stand and move throughout the work area for prolonged periods up to 8 hours;

Benefits

• Paid time off
• Healthcare benefits
• Supplemental benefits
• 401k including an employer match
• Discount perks
• Rewards