Problem Support Manager

Responsibilities

• Manage the lifecycle of all network infrastructure problems.
• Make temporary solutions (workarounds) available to incident management and manage the development of final solutions for known errors.
• Perform trend analysis of incidents to prevent future incidents.
• Identify, record, investigate, and diagnose problems.
• Communicate with the CBP Problem Manager and other GSs for all problems.
• Act as the contract Point of Contact (POC) for all Problem oversight and coordination.
• Implement and ensure adherence to the CBP Problem Management process.
• Ensure all problems are properly resolved and closed.
• Provide recommendations for improving the Problem Management Process.

Qualifications

• Relevant certifications such as ITIL v3, CCNA, CCNP, CompTIA.
• Bachelor’s degree in related technical field such as Management Information Systems, Computer Science, Engineering, IT, Networking and Telecommunications.
• A minimum of six (6) years of senior level networking experience administering enterprise infrastructures in large complex enterprises.
• Working knowledge of networking concepts, infrastructure, and equipment (e.g. routers, switches, firewalls, and load balancers).
• Experience implementing and administering an enterprise-wide monitoring system for servers, networking devices, and applications.
• Showcase leadership abilities by managing projects and teams.
• Proficient in project management and have knowledge of security and compliance issues.

General Information

MicroTech is an award-winning Service-Disabled Veteran-Owned Small Business (SDVOSB) and experienced provider of information technology and communications. MicroTech offers a wide range of professional services focused on providing cutting-edge solutions with the customer at the forefront of every decision we make. Solving complex business challenges is our passion — we provide effective, practical solutions that can increase productivity, and decrease costs.

MicroTech has developed a well-earned reputation for best-in-class services and solutions using a repeatedly proven ISO 9001:2015 Quality Management System (QMS), ISO 20000 IT service management certification, and ITIL® management qualified business processes.

Benefits

• Great pay, amazing benefits, and a strong company culture focused on people development and professional growth.
• Insurance (medical, dental, vision).
• Paid leave (15 days per year for those with less than three years of service, 20 days off for those with more than three years of service).
• 401k Plan with Employer Matching Contribution.
• 11 Company-Paid Holidays.
• Tuition Assistance.
• Voluntary Benefit Programs.
• Corporate Discounts.

Equal Opportunity/Affirmative Action Employer

All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected classes.