Enterprise Operations Center Engineer

About the role

We are seeking an EOC Engineer to join our dynamic team at Ignite IT. Our mission is to modernize infrastructure, enhance collaboration, and create resilient, high-performance systems for federal agencies.

Responsibilities

• Manage, track, report, process and assign tickets daily
• Responsible for opening, tracking and closing tickets
• Proactively monitor network and systems
• Aid in restoring service during outages
• Review tickets daily and reprioritize as needed to meet SLAs
• Define and classify problem levels, priorities, and nature
• Evaluate and prioritize incoming requests
• Communicate status updates on incident tickets according to SLA
• Collaborate with customers to gather information and guide them through diagnostic procedures
• Craft technical and professional outage notifications and updates
• Support continuous improvement in service desk operations and update knowledge base
• Troubleshoot systems and perform administrative support
• Work in various shifts including 1st, 2nd, 3rd, and swing shifts

Requirements

• A minimum of 3 years of IT experience
• A bachelor's degree
• US Citizenship
• Experience with infrastructure and application support using Remedy or similar systems
• Familiarity with ITIL/ITSM principles
• Excellent customer service skills
• Ability to present to executive management
• Attention to detail and ability to communicate effectively
• Willingness to work on-site

Nice to have

• Experience with Linux operating systems
• Network and server monitoring tools experience
• Experience supporting federal projects

Benefits

• 401(k) with matching
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Retailer plan
• Tuition reimbursement
• Vision insurance