Customer Support Specialist - Shift Lead at Telesis Corporation in Aberdeen Proving Ground, Maryland

Job Description:

Customer Support Specialist-Shift Lead



Aberdeen Proving Ground, MD

Employee Type: Full Time/On-Call

Clearance: Secret

Schedule: Shift Work and On-Call

Travel: Some



Position Overview:

As a Shift Lead you will be responsible for supervising a shift in support of helpdesk operations which supports multiple systems and network operations in a 24x7 NOC environment. This position is responsible for ensuring personnel are scheduled and can provide Tier-I and Tier-II diagnostics support, and escalation of operational issues including triage and information gathering for support resourses and establishment of communications. This includes hardware and applications and will leverage standard & custom tools and techniques to identify solutions to system and client issues.



Responsibilities and Duties:

• Perform the duties and responsibilities of a manager while ensuring that the flow and rhythm of the Operations remains intact


• Supervise and oversee all the functions of all NOC personnel on shift; ensuring the quality control of all aspects of the Mission Command Support Center (MCSC) Network Operations Center (NOC); which will include but not limited to ticketing, troubleshooting and Customer Support (E-Mail/Phone/Chat) for Blue Force Tracking


• Adhere and enforce to the MCSC Standard Operating Procedures (SOP)


• Coordinate day to day operations functions for Customer Support Technicians on shift by assigning specific tasks and duties to individuals


• Responsible for ensuring that logs and data are collected and stored in accordance with SOP


• Coordinate breaks and lunches for all personnel on shift.

• CompTIA Security+ Certification.


• Flexibility to work any of the 3 available shifts which include Morning, Mid-Day, and Nights as well as major holidays


• Working knowledge of networking, to include OSI model concepts, basic understanding of the concepts and functionality of Windows Operating Systems as well as Microsoft Office Products (Word, Excel, Power Point)


• Ability to perform work while instructing personnel via email or telephone and calmly extract knowledge of the issue to determine real root of problem

We are an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, or membership in any other group protected by federal, state, or local laws.