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Reston, Virginia - USD Full Time Posted: Wednesday, 16 May 2018
Description: Position Description:
Leidos Cyber, Inc is seeking a Cloud Customer Service Engineer to support our leading cloud services provider. This position is part of a team supporting 24x7 cloud operations with rotating shifts. This program is a performance based contract that provides the full scope of IT cloud operations and services to a government platform. The candidate will be responsible for client-side tasks, specifically around Azure and Office products, and associated incidents in a large distributed system. Position is expansive and additional responsibilities can be added.
  • Diagnose and mitigate platform faults for individual tenants or users.
  • Troubleshoot client-side issues/experiences for Office products where issue may be with service or protocols from Office platform.
  • Draft and share root cause analysis for Customer Reported Incidents (CRIs), including on-going metrics identifying repeat drivers or trends.
  • Create positive outcomes for partners and customers in critical outage situations.
  • Analyze common faults and drive critical fixes that bring stability and/or reduce incident volume to the platform and customers.
  • Identify and drive technical and procedural improvement across support.
  • Identify customer dissatisfaction in Real Time and handle the situation with professional and data driven conflict management including escalating to Microsoft to assist or assume ownership
  • Evaluate support needs and prepare to support new and/or updated features across the suite of services.
Qualifications: Basic Qualifications:
  • Experience diagnosing faults in complex online services
  • Able to diagnose Client Server issues understanding the full client-to-server architecture to identify underlying faults
  • Able to communicate effectively with customers & partners
  • Able to quickly learn customer scenarios or new service scenarios applying that knowledge to reported issues
  • Strong sense of customer empathy
  • Intermediate to Advanced knowledge of O365 & Azure service offerings.
  • Able to communicate and collaborate efficiently in English
  • Able to communicate effectively with customers & partners
  • Able to perform work under continuous deadline pressure
  • Ability to identify trends and drive key metrics
  • Ability to make correct data driven judgments
  • Excellent teamwork and interpersonal skills
  • Willing to work rotating shift schedule (ex: quarterly shift rotation)
  • Must be a U. S. Citizen
  • Active TS/SCI with full scope poly.
  • Ability to clear Criminal Justice Information Services (CJIS) background screenings (each state)
Leidos Overview:
Leidos is a global science and technology solutions leader working to solve the world s toughest challenges in the defense, intelligence, homeland security, civil, and health markets. The company s 33,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported pro forma annual revenues of approximately $10 billion for the fiscal year ended January 1, 2016 after giving effect to the recently completed combination of Leidos with Lockheed Martin's Information Systems & Global Solutions business (IS&GS). For more information, visit www. Leidos. com. The company s diverse employees support vital missions for government and commercial customers. Qualified women, minorities, individuals with disabilities and protected veterans are encouraged to apply. Leidos will consider qualified applicants with criminal histories for employment in accordance with relevant Laws. Leidos is an Equal Opportunity Employer.

Reston, Virginia, United States of America
IT, Customer Services
Leidos Holdings
Leidos Holdings
5/16/2018 2:29:10 PM

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