On-Site Cloud Support Specialist (TS/SCI) – 24/7 Ops

Chenega MIOS SBU; Virginia; In loco; USD 56.000 - 90.000; Tempo pieno

Descrizione del lavoro

Chenega MIOS is seeking a Customer Support Specialist to join our on-site team in Tysons Corner, VA. You will deliver Tier 1 technical support for Google Public Sector’s sovereign cloud environments and coordinate with engineers to resolve incidents.

The role requires DoD 8140/IAT Level II, TS clearance eligibility, and a proactive, customer-focused mindset to meet SLA commitments and maintain secure operations.

Competenze

• 2+ years of experience in technical customer support, enterprise helpdesk, or ITSM in an SLA-driven environment.
• Strong hands-on experience with ServiceNow case management and issue tracking tools.
• Active DoD 8140/IAT Level II qualifying certification.
• Successfully complete Google's onboarding and comply with government-contract requirements, including security training.
• Active TS clearance with SCI eligibility.
• Successful background and drug screening.

Mansioni

• Provide frontline technical support via ServiceNow, email, and phone; analyze issues and guide resolution paths.
• Meet response goals: 15-min for P0/P1, 2-hour for P2, 4-hour for P3/P4; provide regular status updates.
• Own cases through resolution; coordinate with Google engineers; maintain case records and transfer ownership with approvals.
• Prepare maintenance and outage communications; maintain the Service Health Dashboard as directed.
• Analyze issues to identify when specialized triage or escalation is required; coordinate with Systems Engineers.
• Coordinate with Google PMO and TAM; communicate outcomes and action items with approved channels.
• Provide clear shift handoffs and ensure continuity of support; cover weekends and holidays.
• Analyze trends and feedback to identify service-quality gaps; support COOP and accreditation activities.
• Other duties as assigned.

Conoscenze

Technical customer support

ServiceNow

Formazione

Bachelor's degree in technical field

Strumenti

ServiceNow

Descrizione del lavoro

Chenega MIOS is seeking a Customer Support Specialist to join our on-site team in Tysons Corner, VA. You will deliver Tier 1 technical support for Google Public Sector’s sovereign cloud environments and coordinate with engineers to resolve incidents.

The role requires DoD 8140/IAT Level II, TS clearance eligibility, and a proactive, customer-focused mindset to meet SLA commitments and maintain secure operations.