Night Shift Customer Technical Support

Peraton is seeking a skilled Night Shift Customer Technical Support professional to join our high-performing team. This is a hybrid role offering a mix of remote work and occasional on-site support. Candidates must be within commuting distance to East Rutherford, NJ. Night Schedule: 8:00 PM - 8:00 AM ET with 3-day/4-day short week/long week rotation schedule,

We are looking for someone who is proactive, technically adept, and customer-focused and committed to resolving issues efficiently while ensuring a positive user experience. This is an excellent opportunity for individuals who thrive in overnight schedules and enjoy working in a mission-driven environment.

What will you do:

Create and manage work orders to request or route information for users using internal systems.
• Interface with cross-functional team network services, software engineering, and applications development to resolve service issues and identify root causes.
• Provide first and second-tier technical support for end users of company products and services.
• Use automated information systems to analyze and resolve routine technical issues.
• Review, sort, and prioritize incoming technical requests-both verbal and computer-generated for appropriate response and action.
• Escalate unresolved or complex problems to senior technical support when necessary.
• Fulfill user requests for information and training related to system databases and tools.
• Maintain and update training and support documentation using company-approved tools.

Required Qualifications:

• High School and 1 year of experience.
• Prior Call center experience required
• Strong time management capability with the ability to focus on issue at hand
• In depth knowledge of IT operations and incident management processes
• Familiarity with cloud architecture and best practices
• Excellent interpersonal and communication skills
• Experience running a 24x7x365 operations
• Must be able to work on a shifting schedule and some weekend schedule
• Ability to multitask effectively in a busy work environment/self-starter
• Must be a US Citizen
• Must be able to obtain and maintain the required Agency Clearance

Preferred Qualifications:

• Knowledge of ITIL as applied to enterprise operations and incident management
• Understanding of networking, cloud, security, IT hardware, etc., in an IT infrastructure environment
• Familiarity with cloud architecture and best practices for deploying applications in the cloud
• AWS Cloud Practitioner certification preferred
• Exceptional problem-solving capabilities and use of judgment
• Understanding of AWS services and cloud concepts, including EC2, S3, RDS, VPC, IAM, Lambda, and CloudFormation

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world's leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can't be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we're keeping people around the world safe and secure.