# Enterprise Operations Center Engineer

**Company:** [Ignite IT](http://jobs.workable.com/companies/jUc37D4aDoeN33ZUj3qibv.md)
**Location:** Suitland-Silver Hill, United States
**Workplace:** hybrid
**Employment type:** Full-time
**Department:** CENSUS

[Apply for this job](http://jobs.workable.com/view/c325b574-4afe-497b-9507-80c567b461d7)

## Description

Join Ignite IT, a trusted partner for federal agencies, as we work together to modernize infrastructure, enhance collaboration, and create resilient, high-performance systems. We're expanding our support and ready for an Enterprise Operations Center (EOC) Engineer to become a part of our dynamic team.

**What You’ll Do**

-   Manage, track, report, process and assign tickets daily.
-   Responsible for opening, tracking and closing tickets.
-   Perform proactive network and systems monitoring.
-   Assist in restoring service when outages occur.
-   Review tickets daily and reprioritize as needed to ensure compliance with Service Level Agreements (SLA).
-   Define and classify level, priority and nature of problem, request and/or issue.
-   Evaluate and prioritize incoming telephone, voice mail, e-mail, and in-person requests.
-   Actively manage incident tickets and provide status updates on each ticket per SLA.
-   Work with customers to collect information about problems and lead customers through diagnostic procedures to determine the source issue.
-   Ability to craft technical and professionally written outage notifications and updates to incident stakeholders.
-   Conduct continuous improvement service desk support and update knowledge base as required.
-   Perform systems administration troubleshooting and support.
-   Work in shift duties which includes 1st, 2nd, 3rd and swing shift.

## Requirements

-   A Minimum of 3 years of IT experience.
-   A bachelor's degree
-   US Citizen
-   Ability to obtain a government public trust clearance.
-   Experience with infrastructure and application support using Remedy or other ticketing and incident management systems.
-   Familiarity and practical application of ITIL/ITSM principles.
-   Excellent customer service aptitude.
-   Ability to present to executive management incident debriefs and root cause analysis reports.
-   Must be available for on-call support as required.
-   Plan and prioritize work, both their own and that of project team.
-   Good attention to details.
-   Ability to communicate clearly and efficiently to team members and clients, verbally and in writing.
-   Able to present ideas in a variety of ways depending upon audience and context.
-   Excellent active listening skills.
-   Ability to analyze problems and determine root cause, generating alternatives, evaluating and selecting alternatives and implementing solutions Results oriented.
-   Willing to work shift duties.
-   Must be willing to work on Client Site.

**Nice To Have****:**

-   Experience with Linux Operating Systems.
-   Experience with Network and Server monitoring tools.
-   Experience supporting federal projects.

## Benefits

-   401(k)
-   401(k) matching
-   Dental insurance
-   Flexible schedule
-   Flexible spending account
-   Health insurance
-   Health savings account
-   Life insurance
-   Paid time off
-   Professional development assistance
-   Referral program
-   Retirement plan
-   Tuition reimbursement
-   Vision insurance