EOC Engineer

About the role

We are seeking an experienced EOC Engineer to join our dynamic team at Ignite IT. Our goal 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 incidents to stakeholders
• Collaborate with customers to diagnose issues and provide solutions
• Craft technical and professional outage notifications and updates
• Conduct continuous improvement and update the knowledge base
• Perform systems administration troubleshooting and 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
• On-call support availability as required
• Strong organizational and prioritization skills
• Effective communication and active listening skills
• Problem-solving and root cause analysis abilities
• Willingness to work shift duties

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