CACI's Agile Solution Factory (ASF) is seeking an experienced Product Support Engineer to provide advanced Tier 2 remote support and troubleshooting for end users experiencing various issues with Customs and Border Protection (CBP) applications/application software.
Requirements
- Experience using a service desk ticketing system.
- Experience providing advanced support to end-users spanning a variety of application/software issues.
- Experience working with a development team in identifying, researching, and resolving advanced application software issues.
- Experience documenting, tracking, and monitoring the problem to ensure a timely resolution.
- Demonstrated Incident, Knowledge, and Problem Management
- Designing and Developing the Angular front end within a team of 3-4 other developers.
- Experience with HTML / CSS and using 3rd party UI component libraries, such as Syncfusion.
Responsibilities
- Provide advanced Tier 2 remote support and troubleshooting for end users experiencing various issues with CBP applications/application software.
- Researches, reproduces, diagnoses, and resolve issues using TEAMS and ServiceNow
- Works independently to communicate technical information to users in a manner they understand and provide clear instructions for resolution.
- Establish a timely process through which problems are addressed, including problem recognition, research, isolation, resolution, and follow-up steps.
- Lead or contribute to IT projects such as system upgrades, migrations, regression testing and confirming new deployments for functionality.
- Develop and maintain knowledge base articles, training materials, and documentation for the help desk team.
- Collaborate with application development teams to identify and correct core problems, often occurring due to platform/application upgrades and change request deployments.
Other
- Must be a U.S. Citizen with the ability to pass CBP background investigation, criteria include, but not limited to: 3-year check for felony convictions, 1 year check for illegal drug use, 1 year check for misconduct such as theft or fraud
- Bachelor’s Degree or equivalent experience and minimum 1 or more years of Help Desk or related technical experience (experience considered in lieu of degree)
- Available for an on-call rotation depending on the application that is supported.
- Strong, active listening skills
- CBP, DHS, Border Patrol Systems or Tier 2 Application Support experience
