Client Support Engineer - Tier I

Company Name:
KEYW Corporation
The Client Support Engineer I will be responsible for managing customer relationships and maintaining case records while providing Tier 1 Helpdesk functions such as call logging, contract entitlement verification, software versions checking and initial fault diagnosis undertaken in response to technical inquiries regarding the HawkEye product line for Hexis Cyber Solutions.
The Client Support Engineer I will work closely with Sr. Engineers, the Client Service Support Manager, Director for Client Support and most importantly our customers to complete basic problem determination and resolution services for the HawkEye product lines.
Serve as a primary responder for customer incidents, taking ownership of client support issues, interacting with and maintaining communication between customer, engineering and development, and all support participants from case creation through resolution.
Receive and log customer calls, verify contract coverage and software release level, perform initial problem determination and triage call to appropriate support level in appropriate timeframe.
Set and manage End User expectations in accord with SLA schedule associated with the determined incident severity.
Follow established procedures and policies for performing responsibilities; managing client relationships and acquiring required product training and certifications.
Answer "FAQs"
Apply escalation guidelines.
Contribute to Knowledge Base and distribute technical info.
Decode error messages and provide corrective action
Distribute product update information and release notes to End Users
Document "most often asked questions"
Comply with established response times.
Technical Knowledge: Ability to learn and quickly become proficient with the HawkEye product technologies, providing both email/web and phone based consulting services in a professional and authoritative manner
Written Documentation Skills: Writing documentation for all service phases including completion of internal reports, client deliverables, and internal inputs to proposals when required.
Consultative Approach: Able to determine client needs, establish rapport, and represent world class expertise for the client.
Technology Evangelizer: Proactively researches and assesses security technology; explores new innovations; early tester of new and emerging technologies.
Client Management: Ability to set and manage client and partner expectations within the parameters of the support contracts.
Analytical Proficiency: Ability to analyze data and draw logical conclusions.
Effective Communication: Uses advanced verbal and non-verbal methods of communication to influence customers and colleagues.
Entrepreneurial: Recognizes and pursues opportunities, target markets, and go-to-market strategies to develop business
Process Improvement: Able to identify and recommend improvements in Hexis' methodology and internal processes; Ability to provide input and support for updating consulting tools and techniques
Professional / Industry Networking: Utilizes professional contacts within and outside of the organization
Acts with Integrity: Demonstrates the qualities of being ethical, forthright, and trustworthy
Quality: Champions quality in daily role
Manages Ambiguity: Able to work in an environment where the structure and direction may be unclear or changing
Conflict Management: Able to prevent and manage conflict; create win-win situations
Promotes Teamwork: Builds collaboration among team members by sharing information and resources
Organizational Fit: Able to work within the Hexis environment
Self-Awareness: Able to identify personal strengths and weaknesses and engage in self-directed growth
maintain accurate data for ongoing performance reviews
Perform performance reviews with resources reporting to you to review strengths, weaknesses and address career path goals, practice initiatives and training requirements
Assist in identifying and qualifying potential candidates to join the team
Assist in defining appropriate job descriptions and requirements for current and potential candidates
Required Skills:
Professional experience in the Information Systems field, typically gained in 1-2 years.
General information security knowledge in one or more areas to include Windows, Linux, Cisco IOS, etc.
Basic understanding of TCP/IP network architecture and devices is a must
Experience working with customers in a Security / IT Centric support services environment
Excellent time management, reporting, and communication skills
Superior IT problem-solving skills
Ability to use incident ticketing system and keep incident ticket status current.
Be eligible to obtain Security Clearance if required
Shift flexibility, able to work rotating shifts and the ability to provide on call support when needed
Desired Skills:
Experience working with ticketing systems and tools (Salesforce preferred)
General security knowledge (GIAC, CISSP, CCSE, CISA, HBSS, NSA, CEH, Cisco Security, Security +, or other security certifications)
Location:Hanover, MD
Degree: College degree or equivalent experience working in a Security Operations Center and/or security/IT centric support desk environment desired.
KEYW is an Equal Opportunity Employer EOE, M/F/D/V.
Date: 2013-09-03
Country: US
State: MD
City: Hanover
Category: Engineering

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