CSR Engineer
for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Use - for any list of duties/requirements/benefits, and
for prose. Do NOT repeat job title as heading. Do NOT put Job ID/requisition numbers as headings. Preserve all substantive info. Remove boilerplate, navigation, legal, EEO, equal-opportunity, scam-warning, duplicated lines, application instructions. Include a section only when posting has real, specific content for it—never emit heading followed by filler/placeholder text (e.g., "commensurate with experience", "not specified", "N/A", "varies", "TBD") and never create Pay/Schedule/Benefits sections unless posting actually states them.
We need to extract relevant content: The posting includes:
- Job Title: CSR Engineer (Cisco Customer Success Representative) (but we don't repeat as heading)
- Job Description: description paragraph.
- Responsibilities: bullet list (multiple sentences each line).
- Essential Skills: bullet list.
- Additional Skills & Qualifications: bullet list.
- Work Environment: paragraph.
- Job Type & Location: paragraph (Contract position based out of Morrisville, NC). Also earlier says based onsite in Fort Belvoir, VA. There's some contradictory location: "based onsite in Fort Belvoir, VA" and later "Job Type & Location: This is a Contract position based out of Morrisville, NC." Also "Workplace Type: This is a fully onsite position in Morrisville,NC." We need to preserve all substantive info; we can include both location statements.
- Pay And Benefits: includes pay range $40.00 - $50.00/hr and list of benefits.
- About Actalent: description (but that's boilerplate? It's company description; maybe we can keep as "About the role"? Actually "About Actalent" is company info; we might treat as "About the role"? The instruction: Use headings for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we can have "About the role" heading for the job description paragraph. "Responsibilities" heading for responsibilities list. "Requirements" maybe for essential skills? Or "Qualifications" for essential skills? "Skills" for additional skills? We need to decide.
We have Essential Skills and Additional Skills & Qualifications. Could combine into "Qualifications" and "Skills"? The instruction says we can use those headings if content exists. We'll create sections:
- About the role (job description paragraph)
- Responsibilities (list)
- Qualifications (Essential Skills)
- Skills (Additional Skills & Qualifications)
- Work Environment (paragraph)
- Pay (pay range)
- Benefits (list of benefits)
- Schedule (work schedule paragraph)
- Location (maybe not a standard heading but we could include under About the role or separate? Not in list of allowed headings; but we could embed in About the role or Work Environment. Probably better to include location details in Work Environment or About the role. Since we have Work Environment section, we can include location there.
We must not create sections with filler. Pay and Benefits are present, so we can create Pay and Benefits sections. Schedule: we have work schedule typical 8-5 EST with flexibility; we can create Schedule section.
We must remove boilerplate: navigation, legal, EEO, equal-opportunity, scam-warning, duplicated lines, application instructions. Also remove "About Actalent" maybe considered boilerplate? It's company description but could be considered "About the role"? Actually "About the role" is supposed to be job description; we can use the job description paragraph for that. The "About Actalent" is company info; we could discard as boilerplate (not required). The instruction: "Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions." It doesn't explicitly say to remove company description, but it's not part of the job posting's substantive info about the role? Might be considered boilerplate but could be kept. Safer to keep only role-specific info. I'd discard the "About Actalent" paragraph.
Also discard "Application Deadline" etc. That's application instruction; remove.
Also discard "Job Type & Location" maybe we incorporate location into Work Environment or About the role.
We must preserve all substantive information: responsibilities, essential skills, additional skills, work environment, pay, benefits, schedule.
Let's extract:
Job Description paragraph: "The CSR Engineer serves as a Cisco-focused Customer Success Representative, providing end-to-end support for licensing, software, devices, and networking products in a secure environment. This role ensures that customer solutions function correctly, delivers white-glove service, and manages the full lifecycle of support tickets using modern tracking tools. The position is based onsite in Fort Belvoir, VA and offers a hands-on, friendly culture with ongoing professional development."
Responsibilities list (each sentence seems a separate bullet):
- Provide Tier 1, Tier 2, and Tier 3 technical support with an approximate workload breakdown of 60% Tier 1, 30% Tier 2, and 10% Tier 3.
- Deliver white-glove customer service by managing requests from initial intake through resolution and closure (cradle to grave).
- Support licensing and software for classified environments, ensuring that software, devices, and products are configured correctly and operating properly on the network.
- Troubleshoot and resolve issues related to Cisco licensing and networking products, including routers, switches, and related infrastructure.
- Track, manage, and document tickets primarily in JIRA, with ServiceNow or similar tools as backup for after-action data and reporting.
- Monitor ticket data on a weekly and monthly basis to ensure timely closure and accurate reporting of support activities.
- Collaborate with internal teams and contract stakeholders to provide a consistent and high-quality customer experience.
- Apply help desk best practices with a strong customer focus, positive attitude, and clear communication in all interactions.
- Leverage Salesforce, ServiceNow, or similar platforms for documentation, tracking, and improving customer experience where applicable.
- Identify opportunities to improve processes, documentation, and support workflows based on ticket trends and customer feedback.
- Participate in regular one-on-one meetings, quarterly team meetings, and soft skills training sessions, including public speaking development.
- Maintain professionalism and discretion when working in a secure, onsite environment supporting a single contract.
Essential Skills list:
- Experience providing Tier 1, Tier 2, and Tier 3 technical support, with the ability to handle a majority of Tier 1 issues and escalate or resolve more complex Tier 2 and Tier 3 cases.
- Help desk and customer support experience with a strong customer-focused mindset and professional attitude.
- Hands-on experience with ticketing systems, preferably JIRA as a primary platform for tracking and documentation.
- Familiarity with Cisco licensing or comparable licensing models from other vendors.
- Understanding of networking fundamentals, including routers, switches, and general network configuration concepts.
- Ability to manage the full lifecycle of support requests from intake through resolution and closure.
- Strong written and verbal communication skills for documenting issues and interacting with customers and internal teams.
- Bachelors degree (BA/BS) or equivalent combination of education and relevant experience.
- Approximately 5 years of relevant experience preferred, including military experience that aligns with technical support or networking responsibilities.
Additional Skills & Qualifications list:
- Experience using JIRA for ticket tracking, documentation, and reporting in a technical support or customer success environment.
- Background with Salesforce or ServiceNow for tracking, documentation, and after-action data to enhance customer experience.
- Exposure to DevOps practices, scripting, or programming, which may open up additional career paths, though not required for this role.
- Relevant military experience that includes technical support, networking, or licensing responsibilities is considered a strong asset.
- Ability to work effectively in a secure, onsite environment supporting a single contract.
- Interest in supporting armed forces and mission-focused work.
- Willingness to participate in ongoing soft skills training, including public speaking and professional development sessions.
Work Environment paragraph: "This role is fully onsite at a facility in Fort Belvoir, VA, located south of Washington, DC and Alexandria, VA. The work schedule typically runs from 8:00 a.m. to 5:00 p.m. EST, with some flexibility within that window as needed. You will operate in a secure, mission-oriented environment supporting a single contract, working closely with a hands-on and friendly team culture. The environment emphasizes collaboration, regular one-on-one meetings, quarterly team gatherings with food and drinks, holiday celebrations, and ongoing soft skills training such as public speaking. Daily work involves using technologies such as Cisco networking equipment, routers and switches, JIRA as the primary ticketing and tracking tool, and potentially ServiceNow or Salesforce for documentation and after-action reporting. Attire is expected to be professional and appropriate for an onsite, secure facility setting."
Pay And Benefits: Pay range $40.00 - $50.00/hr. Benefits list: Medical, dental & vision; Critical Illness, Accident, and Hospital; 401(k) Retirement Plan (Pre-tax and Roth post-tax contributions available); Life Insurance (Voluntary Life & AD&D for the employee and dependents); Short and long-term disability; Health Spending Account (HSA); Transportation benefits; Employee Assistance Program; Time Off/Leave (PTO, Vacation or Sick Leave).
Schedule: Already in Work Environment paragraph includes schedule; but we can also create a Schedule section with that sentence. However we must not duplicate content. The instruction: "Prefer a few substantive sections over many thin ones." We could keep schedule inside Work Environment, but we also have a separate Schedule section maybe redundant. Since schedule is mentioned in Work Environment, we could keep it there and not create separate Schedule section. However the instruction says we can create Schedule section only if posting actually states them. It does state schedule, but we already have it in Work Environment. To avoid duplication, we could keep schedule inside Work Environment and not create separate Schedule section. That's fine.
Location: we have Fort Belvoir, VA and also Morrisville, NC contradictory. We need to preserve both. We could include location details in Work Environment or About the role. Since Work Environment already mentions Fort Belvoir, VA location. The Morrisville, NC appears in Job Type & Location and Workplace Type. We could add a note about location in Work Environment or maybe a separate Location section (not in allowed headings). Since not in allowed headings, we should embed location info somewhere appropriate, maybe in About the role or Work Environment. We'll add a sentence about location in Work Environment: mention both Fort Belvoir, VA (onsite) and note that the position is contracted via Morrisville, NC office? Actually the posting says "Job Type & Location: This is a Contract position based out of Morrisville, NC." and "Workplace Type: This is a fully onsite position in Morrisville,NC." That seems contradictory with earlier Fort Belvoir. We'll preserve both by mentioning: "The role is onsite at Fort Belvoir, VA, with the contract administered from Morrisville, NC." We'll include that in Work Environment paragraph.
Now we need to output HTML fragment with headings
and content.
Structure:
About the role
Job description paragraph.
Responsibilities
- ...
...
Qualifications
- Essential Skills items
...
Skills
- Additional Skills & Qualifications items
...
Work Environment
Work environment paragraph (including location note and schedule).
Pay
The pay range for this position is $40.00 - $50.00/hr.
Benefits
- Medical, dental & vision
for prose. Do NOT repeat job title as heading. Do NOT put Job ID/requisition numbers as headings. Preserve all substantive info. Remove boilerplate, navigation, legal, EEO, equal-opportunity, scam-warning, duplicated lines, application instructions. Include a section only when posting has real, specific content for it—never emit heading followed by filler/placeholder text (e.g., "commensurate with experience", "not specified", "N/A", "varies", "TBD") and never create Pay/Schedule/Benefits sections unless posting actually states them. We need to extract relevant content: The posting includes: - Job Title: CSR Engineer (Cisco Customer Success Representative) (but we don't repeat as heading) - Job Description: description paragraph. - Responsibilities: bullet list (multiple sentences each line). - Essential Skills: bullet list. - Additional Skills & Qualifications: bullet list. - Work Environment: paragraph. - Job Type & Location: paragraph (Contract position based out of Morrisville, NC). Also earlier says based onsite in Fort Belvoir, VA. There's some contradictory location: "based onsite in Fort Belvoir, VA" and later "Job Type & Location: This is a Contract position based out of Morrisville, NC." Also "Workplace Type: This is a fully onsite position in Morrisville,NC." We need to preserve all substantive info; we can include both location statements. - Pay And Benefits: includes pay range $40.00 - $50.00/hr and list of benefits. - About Actalent: description (but that's boilerplate? It's company description; maybe we can keep as "About the role"? Actually "About Actalent" is company info; we might treat as "About the role"? The instruction: Use headings for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we can have "About the role" heading for the job description paragraph. "Responsibilities" heading for responsibilities list. "Requirements" maybe for essential skills? Or "Qualifications" for essential skills? "Skills" for additional skills? We need to decide. We have Essential Skills and Additional Skills & Qualifications. Could combine into "Qualifications" and "Skills"? The instruction says we can use those headings if content exists. We'll create sections: - About the role (job description paragraph) - Responsibilities (list) - Qualifications (Essential Skills) - Skills (Additional Skills & Qualifications) - Work Environment (paragraph) - Pay (pay range) - Benefits (list of benefits) - Schedule (work schedule paragraph) - Location (maybe not a standard heading but we could include under About the role or separate? Not in list of allowed headings; but we could embed in About the role or Work Environment. Probably better to include location details in Work Environment or About the role. Since we have Work Environment section, we can include location there. We must not create sections with filler. Pay and Benefits are present, so we can create Pay and Benefits sections. Schedule: we have work schedule typical 8-5 EST with flexibility; we can create Schedule section. We must remove boilerplate: navigation, legal, EEO, equal-opportunity, scam-warning, duplicated lines, application instructions. Also remove "About Actalent" maybe considered boilerplate? It's company description but could be considered "About the role"? Actually "About the role" is supposed to be job description; we can use the job description paragraph for that. The "About Actalent" is company info; we could discard as boilerplate (not required). The instruction: "Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions." It doesn't explicitly say to remove company description, but it's not part of the job posting's substantive info about the role? Might be considered boilerplate but could be kept. Safer to keep only role-specific info. I'd discard the "About Actalent" paragraph. Also discard "Application Deadline" etc. That's application instruction; remove. Also discard "Job Type & Location" maybe we incorporate location into Work Environment or About the role. We must preserve all substantive information: responsibilities, essential skills, additional skills, work environment, pay, benefits, schedule. Let's extract: Job Description paragraph: "The CSR Engineer serves as a Cisco-focused Customer Success Representative, providing end-to-end support for licensing, software, devices, and networking products in a secure environment. This role ensures that customer solutions function correctly, delivers white-glove service, and manages the full lifecycle of support tickets using modern tracking tools. The position is based onsite in Fort Belvoir, VA and offers a hands-on, friendly culture with ongoing professional development." Responsibilities list (each sentence seems a separate bullet): - Provide Tier 1, Tier 2, and Tier 3 technical support with an approximate workload breakdown of 60% Tier 1, 30% Tier 2, and 10% Tier 3. - Deliver white-glove customer service by managing requests from initial intake through resolution and closure (cradle to grave). - Support licensing and software for classified environments, ensuring that software, devices, and products are configured correctly and operating properly on the network. - Troubleshoot and resolve issues related to Cisco licensing and networking products, including routers, switches, and related infrastructure. - Track, manage, and document tickets primarily in JIRA, with ServiceNow or similar tools as backup for after-action data and reporting. - Monitor ticket data on a weekly and monthly basis to ensure timely closure and accurate reporting of support activities. - Collaborate with internal teams and contract stakeholders to provide a consistent and high-quality customer experience. - Apply help desk best practices with a strong customer focus, positive attitude, and clear communication in all interactions. - Leverage Salesforce, ServiceNow, or similar platforms for documentation, tracking, and improving customer experience where applicable. - Identify opportunities to improve processes, documentation, and support workflows based on ticket trends and customer feedback. - Participate in regular one-on-one meetings, quarterly team meetings, and soft skills training sessions, including public speaking development. - Maintain professionalism and discretion when working in a secure, onsite environment supporting a single contract. Essential Skills list: - Experience providing Tier 1, Tier 2, and Tier 3 technical support, with the ability to handle a majority of Tier 1 issues and escalate or resolve more complex Tier 2 and Tier 3 cases. - Help desk and customer support experience with a strong customer-focused mindset and professional attitude. - Hands-on experience with ticketing systems, preferably JIRA as a primary platform for tracking and documentation. - Familiarity with Cisco licensing or comparable licensing models from other vendors. - Understanding of networking fundamentals, including routers, switches, and general network configuration concepts. - Ability to manage the full lifecycle of support requests from intake through resolution and closure. - Strong written and verbal communication skills for documenting issues and interacting with customers and internal teams. - Bachelors degree (BA/BS) or equivalent combination of education and relevant experience. - Approximately 5 years of relevant experience preferred, including military experience that aligns with technical support or networking responsibilities. Additional Skills & Qualifications list: - Experience using JIRA for ticket tracking, documentation, and reporting in a technical support or customer success environment. - Background with Salesforce or ServiceNow for tracking, documentation, and after-action data to enhance customer experience. - Exposure to DevOps practices, scripting, or programming, which may open up additional career paths, though not required for this role. - Relevant military experience that includes technical support, networking, or licensing responsibilities is considered a strong asset. - Ability to work effectively in a secure, onsite environment supporting a single contract. - Interest in supporting armed forces and mission-focused work. - Willingness to participate in ongoing soft skills training, including public speaking and professional development sessions. Work Environment paragraph: "This role is fully onsite at a facility in Fort Belvoir, VA, located south of Washington, DC and Alexandria, VA. The work schedule typically runs from 8:00 a.m. to 5:00 p.m. EST, with some flexibility within that window as needed. You will operate in a secure, mission-oriented environment supporting a single contract, working closely with a hands-on and friendly team culture. The environment emphasizes collaboration, regular one-on-one meetings, quarterly team gatherings with food and drinks, holiday celebrations, and ongoing soft skills training such as public speaking. Daily work involves using technologies such as Cisco networking equipment, routers and switches, JIRA as the primary ticketing and tracking tool, and potentially ServiceNow or Salesforce for documentation and after-action reporting. Attire is expected to be professional and appropriate for an onsite, secure facility setting." Pay And Benefits: Pay range $40.00 - $50.00/hr. Benefits list: Medical, dental & vision; Critical Illness, Accident, and Hospital; 401(k) Retirement Plan (Pre-tax and Roth post-tax contributions available); Life Insurance (Voluntary Life & AD&D for the employee and dependents); Short and long-term disability; Health Spending Account (HSA); Transportation benefits; Employee Assistance Program; Time Off/Leave (PTO, Vacation or Sick Leave). Schedule: Already in Work Environment paragraph includes schedule; but we can also create a Schedule section with that sentence. However we must not duplicate content. The instruction: "Prefer a few substantive sections over many thin ones." We could keep schedule inside Work Environment, but we also have a separate Schedule section maybe redundant. Since schedule is mentioned in Work Environment, we could keep it there and not create separate Schedule section. However the instruction says we can create Schedule section only if posting actually states them. It does state schedule, but we already have it in Work Environment. To avoid duplication, we could keep schedule inside Work Environment and not create separate Schedule section. That's fine. Location: we have Fort Belvoir, VA and also Morrisville, NC contradictory. We need to preserve both. We could include location details in Work Environment or About the role. Since Work Environment already mentions Fort Belvoir, VA location. The Morrisville, NC appears in Job Type & Location and Workplace Type. We could add a note about location in Work Environment or maybe a separate Location section (not in allowed headings). Since not in allowed headings, we should embed location info somewhere appropriate, maybe in About the role or Work Environment. We'll add a sentence about location in Work Environment: mention both Fort Belvoir, VA (onsite) and note that the position is contracted via Morrisville, NC office? Actually the posting says "Job Type & Location: This is a Contract position based out of Morrisville, NC." and "Workplace Type: This is a fully onsite position in Morrisville,NC." That seems contradictory with earlier Fort Belvoir. We'll preserve both by mentioning: "The role is onsite at Fort Belvoir, VA, with the contract administered from Morrisville, NC." We'll include that in Work Environment paragraph. Now we need to output HTML fragment with headings
and content.
Structure:
About the role
Job description paragraph.
Responsibilities
- ... ...
Qualifications
- Essential Skills items ...
Skills
- Additional Skills & Qualifications items ...
Work Environment
Work environment paragraph (including location note and schedule).
Pay
The pay range for this position is $40.00 - $50.00/hr.
Benefits
- Medical, dental & vision