55 Service Specialist jobs in Kuwait

VAC9522 - Specialist, Service Account Management

Field: B2B

Contract Type: Full Time - Permanent

Location: Kuwait - Kuwait City

Closing date: 31-Jan-2025

The Company:

Ooredoo is an organisation on the move. Thanks to our dedicated employees, we continue to move closer towards our vision to be among the top 20 telecommunications companies in the world by 2020.

We are a dynamic global telecommunications player operating in 17 countries across the Middle East, North Africa (MENA) and Asia. We cover a population of more than half a billion people and serve more than 68 million customers.

In Kuwait, we employ approximately 1,000 talented people, all of whom are driving Ooredoo to be the number one choice for world-class communications services in Kuwait. In the face of intensifying competition, increasingly sophisticated technology and rising customer expectations, nothing is more important to our success than our team – and it's a team that you can be part of.

Ooredoo's future is bright, and you can be part of our ongoing success.

The Role:

Provide post sales account management service for all Corporate Customers including mobile and fixed services providing after sales support and follow up for corporate customers across all channels.

Key Accountabilities and Activities:

Support the Account Managers in opening new accounts in system (Account Verification).

End to end support & guide customers/KAMs through difficulties related to tariffs, billing issues, service requests across all products, maintaining a helpful and customer-friendly approach to meet high level of customer satisfaction for mobile customers taking fixed services or convergence.

Attend and support the walk-in corporate customer who had an issue escalated from KAM, Service delivery team or corporate collection for the CPR customer.

Adding/cancelling services for B2B customers.

Handle corporate customers email group which received from customers internally or externally and ensure not to miss any email and reply back to customer (specific to variety of matters).

Contact the customer for any unclear requests or unauthorized sender.

Contact the customer to collect the pending items with SDT.

Attend meetings with KAM for corporate customers who have an issue in billing, network, complaint or any other operational issue.

Provide customers with contract details, copy of their Offer by coordinating with Archiving team.

Provide account summary report when needed to customer or KAM (after investigation if required by customer).

Act in support of the account manager by addressing basic customer queries and send the latest offers and keep the KAM informed.

Coordinate with the Technical Division to resolve all customer problems related to the network, billing, coverage, roaming etc.

Create users for corporate customers to have access on self-care portal after checking the authority of the customer.

Responsible to handle B2B customer complaints of all types, issues or inquiries in Remedy in a timely manner.

Handle MNP complaint for B2B corporates for CPR.

Be present in all meetings and coordinate with NQD, network planning and implementation teams to handle all B2B network complaints as top priority.

Ensure the product knowledge is at sufficient levels to accurately advise customers on the entire range of Ooredoo products and services & proactively update on new products & services.

Report on customers’ issues and concerns relating to procedures and products to optimise marketing intelligence gathering.

Handle any future media contacts type like live chat, etc.

Support the Auditors in fulfilling all the needed information and update the Audit system with the resolution time and action.

Support the legal team to provide full information about customer contracts, and attend court cases with legal team for any kind of disputes.

Coordinate with KAM and finance on the B2B verification Process.

Handle all issues related to promotion in case if we agreed to activate the lines without attaching the TMO or promotion KIT due to delay of implementation and calculate the waiver/refund amount for the customer.

Adding/cancelling services for B2B customer, by using RAS, My net Portal, Dbill, etc.

Remove promotions and pending OCC of promotions upon management approval.

Respond to all sales requirements and support other departments by responding to all their email/calls.

Proactively take responsibility for self-improvement by staying well-informed of developments, knowledge and innovations in relevant field of expertise.

Other duties as directed by supervisor or other superiors.

Qualifications:

Bachelor degree in business or a related discipline from a recognised tertiary institution desirable.

2-3 years of experience based on progression ladder in a similar or related function.

Good general knowledge about various Ooredoo Telecom products and services (fixed & mobile services).

Strong customer orientation.

Good communication, planning and organisational skills.

Fluency in written and verbal English and Arabic.

Note:

You will be required to attach the following:

Resume / CV

Passport-size photograph

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Featured

• 1 year ago

Customer Care Service Representative/Receptionist Required In Kuwait City. We are now looking for a dynamic and customer-focused individual to join our team as a Customer Care Service Representative/Receptionist. The minimum requirements are fluency in both English and Arabic, basic computer literacy, and 0-2 years of experience. Both men and women are allowed to apply. The workweek is six days long, with a regular shift of eight hours each day. Interested individuals with suitable experience can send their CVs to (emailprotected) or via WhatsApp. Please include the job name in the email subject line.

#J-18808-Ljbffr

Featured 1 year ago Customer Care Service Representative/Receptionist Required In Kuwait City. We are now looking for a dynamic and customer-focused individual to join our team as a Customer Care Service Representative/Receptionist. The minimum requirements are fluency in both English and Arabic, basic computer literacy, and 0-2 years of experience. Both men and women are allowed to apply. The workweek is six days long, with a regular shift of eight hours each day. Interested individuals with suitable experience can send their CVs to (emailprotected) or via WhatsApp. Please include the job name in the email subject line.

#J-18808-Ljbffr

Customer Care Staff Wanted for Cake Shop in Ardiya

Featured

• 1 year ago

Customer Care Staff Wanted for Cake Shop in Ardiya. We’re seeking for customer service representatives for a cake business in Ardiya Industrial Area. The responsibilities include receiving orders by WhatsApp and phone, organizing online orders (Web/Talabat, etc.), communicating with chefs and drivers, and validating sales and online payments. Visa 18 only. Interested candidates may email their CV (WhatsApp only).

Salary range: 100-400 Kwd (no link provided with these advertisements).

#J-18808-Ljbffr

Overview

Working across the globe, V2X builds smart solutions designed to integrate physical and digital infrastructure from base to battlefield. We bring 120 years of successful mission support to improve security, streamline logistics, and enhance readiness. Aligned around a shared purpose, our $3.9B company and 16,000 people work alongside our clients, here and abroad, to tackle their most complex challenges with integrity, respect, responsibility, and professionalism.

Proactively manages the service desk operations and supervises Service Desk Administrator Level I and ADPE Technicians I in the performance of their duties. Responsible for ensuring sufficient staffing across all support lanes, monitoring call performance and incident response metrics, and providing high-level of communication and technical support. This position involves a high degree of quick decision making and detailed task management to ensure all work orders not resolved at the Service Desk are immediately assigned to the appropriate IT groups. Excellent customer service skills are mandatory. Program: OMDAC-SWACA

This position offers company-paid housing and transportation, a completion bonus and tuition reimbursement program!

You must satisfy all host country requirements to legally work in the host country in order to be qualified for this position.

Responsibilities

• Proactively oversees and manages the service desk operations and staff.
• Ensures that sufficient staffing and skill levels are maintained throughout operational and prime hours in order to meet service level targets by managing shift staffing schedules, allocations and assignments.
• Act as an escalation point where difficult or controversial calls are received.
• Produces daily, weekly and monthly service desk performance metrics, statistics and management reports; and provides direct feedback to the staff on report findings.
• Monitors service desk and incident performance metrics, identifies improvement opportunities, and implements corrective action when needed.
• Assumes roles and responsibilities of Service Desk Administrators, first-line support via multiple channels (calls, walk-ins, email, self-service), Remedy queue and/or accounts administrator when workloads are high and additional experience is needed, staffing is insufficient or as required by operations.
• Establishes efficient, working relationships with the Information Management officers (IMOs), customer chain of command, and senior management. Report any issues that could significantly impact services.
• Represents the service desk at meetings. Arranges staff training and awareness; and performs briefings as needed to the service desk staff on changes or deployments that may affect customer service volumes.
• Ensures all documented policies, processes, and work-flows are being followed by the service desk staff; and identifies, updates and implements changes to continually improve and streamline processes.
• Provides senior level technical support to the service desk staff, IMOs and customers; in addition to having the technical ability to accurately determine call routing for Remedy incidents that cannot be immediately resolved at the service desk.
• Takes overall responsibility for incident and service request handling
• Performs other duties and assignments as required.

Qualifications

• Security Clearance: Requires an active Secret Clearance
• Education / Certifications: One year of related experience may be substituted for one year of education if a degree is required.
• High School diploma or GED required.
• This position requires candidates to adhere to DoD M. All candidates are required to maintain at least one (1) baseline certification and one (1) computing environment (CE) certification. Baseline certifications cannot also be used as a Computing Environment (CE) certification.
• The authorized certifications for this job title are listed as follows:
• BASELINE:
• Cisco: CCNA Security
• Cisco: CCNP Security
• CompTIA: A+ ce
• CompTIA: CASP+ ce: Advanced Security Practitioner
• CompTIA: CySA+ ce: Cybersecurity Analyst
• CompTIA: Network+ ce
• CompTIA: Security+ ce
• CompTIA: SecurityX ce
• GIAC: GCED: Certified Enterprise Defender
• GIAC: GCIH: Certified Incident Handler: Certified Incident Handler
• GIAC: GICSP: Industrial Cyber Security Professional
• GIAC: GSEC: Security Essentials
• ISACA: CISA: Certified Information Systems Auditor
• ISC2: CISSP (or Associate): Certified Information Systems Security Professional
• COMPUTING ENVIRONMENT (CE):
• CompTIA: Server+
• Microsoft: 365 Certified: Endpoint Administrator Associate
• Microsoft: 365 Certified: Enterprise Administrator Expert
• Microsoft: 365 Certified: Messaging Administrator Associate
• Microsoft: 365 Certified: Modern Desktop Administrator Associate
• Microsoft: 365 Certified: Modern Desktop Administrator Associate
• Microsoft: 365 Certified: Security Administrator Associate
• Microsoft: Certified: Azure Administrator Associate
• Microsoft: Certified: Azure Database Administrator Associate
• Microsoft: Certified: Azure Security Engineer Associate
• Microsoft: Certified: Azure Solutions Architect Expert
• Microsoft: Certified: Identity and Access Administrator Associate
• Microsoft: Certified: Information Protection Administrator Associate
• Microsoft: Certified: Security Operations Analyst Associate
• Microsoft: MCSA: SQL 2016 Database Admin
• Microsoft: MCSA: SQL 2016 Database BI Development
• Microsoft: MCSA: SQL 2016 Database Dev
• Microsoft: MCSA: Windows 10
• Microsoft: MCSA: Windows Server 2012
• Microsoft: MCSA: Windows Server 2016
• Microsoft: MCSE: Cloud Platform and Infrastructure
• Microsoft: MCSE: Core Infrastructure
• Microsoft: MCSE: Database Management and Analytics
• Microsoft: MCSE: Enterprise Devices and Apps
• Microsoft: MCSE: Private Cloud 2012
• Microsoft: MCSE: Productivity Solutions Expert
• Microsoft: MCSE: Server Infrastructure 2012
• Microsoft: MCT: Certified IT Professional
• Microsoft: MCT: Certified Systems Administrator
• Experience: One year of related academic study above the high school level may be substituted for one year of experience up to a maximum of a 4-year bachelor's degree in a Software Engineering or Business Information Systems discipline for three years general experience.
  • Should have a minimum of four years of experience in a Customer Service environment and one to two years in a service desk environment.
  • Proven experience with leading a workforce in a high-tempo environment.
  • Excellent customer service skills are mandatory.
  • Experience with a customer service-oriented company.

Equal Employment Opportunity

At V2X, we are deeply committed to both equal employment opportunity, including protection for Veterans and individuals with disabilities, and fostering an inclusive and diverse workplace. We ensure all individuals are treated with fairness, respect, and dignity, recognizing the strength that comes from a workforce rich in diverse experiences, perspectives, and skills. This commitment, aligned with our core Vision and Values of Integrity, Respect, and Responsibility, allows us to leverage differences, encourage innovation, and expand our success in the global marketplace, ultimately enabling us to best serve our clients.

#J-18808-Ljbffr

Overview

Working across the globe, V2X builds smart solutions designed to integrate physical and digital infrastructure from base to battlefield. We bring 120 years of successful mission support to improve security, streamline logistics, and enhance readiness. Aligned around a shared purpose, our $3.9B company and 16,000 people work alongside our clients, here and abroad, to tackle their most complex challenges with integrity, respect, responsibility, and professionalism.

Front line customer service desk support, responsible for responding to and resolving computer, printer, and network issues. Customers contact the Service desk in person, by phone, using Remedy or sending emails. This position involves a high degree of quick decision making and detailed task management to ensure all work orders not resolved at the Service Desk are immediately assigned to the appropriate IT groups. Excellent customer service skills are mandatory. Program: OMDAC-SWACA

This position offers company-paid housing and transportation, a completion bonus and tuition reimbursement program!

You must satisfy all host country requirements to legally work in the host country in order to be qualified for this position.

Responsibilities

• Primary support and interface with site Information Management Officers (IMO) to ensure all Service Desk resources are utilized in the most efficient manner. Assists the IMO with daily functions of computer, network, and software management for the site and all users.
• Provides immediate response to all customers who come to the Service Desk. Person to person interaction involves troubleshooting, information exchange and help with ticket submission and issues. Excellent interpersonal skills are required.
• Provides telephone customer support for incoming and follow up calls used for initial troubleshooting.
• May be required to work for 12-hour shifts utilizing Remedy call management software and other tools, to log and manage trouble tickets. Must have the technical ability to accurately determine call routing for trouble tickets that cannot be resolved immediately at the Service Desk.
• Troubleshoots Microsoft OS issues on Army Gold Master/Universal Gold Master along with setup and Microsoft Office 2007. Troubleshoots all other site authorized software with IMOs and users.
• Creates logon and email accounts using Microsoft Exchange Server and User Manager. Manages Network Services with Server Manager, Print Queue Management and CISCO VMPS Administration.
• Works within a small continuous improvement focused team. Tracks and documents work performed to allow accurate reporting of all Service Desk activities. Completes all tasks and assignments as requested by Supervisors and Management.
• The work environment will be 95% indoor and 5% outdoor.
• Perform additional duties as assigned.

Qualifications

• Security Clearance: Requires an active active Secret Clearance
• Education / Certifications: One year of related experience may be substituted for one year of education if a degree is required.
• High School Diploma or GED required.
• This position requires candidates to adhere to DoD M. All candidates are required to maintain at least one (1) baseline certification and one (1) computing environment (CE) certification. Baseline certifications cannot also be used as a Computing Environment (CE) certification.
• The authorized certifications for this job title are listed as follows:

• IAT Level: IAT I
• BASELINE:
• Cisco: CCNA Security
• Cisco: CCNP Security
• CompTIA: A+ ce
• CompTIA: CASP+ ce: Advanced Security Practitioner
• CompTIA: CySA+ ce: Cybersecurity Analyst
• CompTIA: Network+ ce
• CompTIA: Security+ ce
• GIAC: GCED: Certified Enterprise Defender
• GIAC: GCIH: Certified Incident Handler: Certified Incident Handler
• GIAC: GICSP: Industrial Cyber Security Professional
• GIAC: GSEC: Security Essentials
• ISACA: CISA: Certified Information Systems Auditor
• ISC2: CISSP (or Associate): Certified Information Systems Security Professional

• COMPUTING ENVIRONMENT (CE):
• CompTIA:Server+
• Microsoft: 365 Certified: Endpoint Administrator Associate
• Microsoft: 365 Certified: Enterprise Administrator Expert
• Microsoft: 365 Certified: Messaging Administrator Associate
• Microsoft: 365 Certified: Modern Desktop Administrator Associate
• Microsoft: 365 Certified: Modern Desktop Administrator Associate
• Microsoft: 365 Certified: Security Administrator Associate
• Microsoft: Certified: Azure Administrator Associate
• Microsoft: Certified: Azure Database Administrator Associate
• Microsoft: Certified: Azure Security Engineer Associate
• Microsoft: Certified: Azure Solutions Architect Expert
• Microsoft: Certified: Identity and Access Administrator Associate
• Microsoft: Certified: Information Protection Administrator Associate
• Microsoft: Certified: Security Operations Analyst Associate
• Microsoft: MCSA: SQL 2016 Database Admin
• Microsoft: MCSA: SQL 2016 Database BI Development
• Microsoft: MCSA: SQL 2016 Database Dev
• Microsoft: MCSA: Windows 10
• Microsoft: MCSA: Windows Server 2012
• Microsoft: MCSA: Windows Server 2016
• Microsoft: MCSE: Cloud Platform and Infrastructure
• Microsoft: MCSE: Core Infrastructure
• Microsoft: MCSE: Database Management and Analytics
• Microsoft: MCSE: Enterprise Devices and Apps
• Microsoft: MCSE: Private Cloud 2012
• Microsoft: MCSE: Productivity Solutions Expert
• Microsoft: MCSE: Server Infrastructure 2012
• Microsoft: MCT: Certified IT Professional
• Microsoft: MCT: Certified Systems Administrator

• Experience:
• Should have a minimum of three years of experience in customer service environment.
• Experience in a Service Desk environment is preferred.
• Excellent customer service skills are mandatory.

At V2X, we are deeply committed to both equal employment opportunity, including protection for Veterans and individuals with disabilities, and fostering an inclusive and diverse workplace. We ensure all individuals are treated with fairness, respect, and dignity, recognizing the strength that comes from a workforce rich in diverse experiences, perspectives, and skills. This commitment, aligned with our core Vision and Values of Integrity, Respect, and Responsibility, allows us to leverage differences, encourage innovation, and expand our success in the global marketplace, ultimately enabling us to best serve our clients.

#J-18808-Ljbffr

Overview
Working across the globe, V2X builds smart solutions designed to integrate physical and digital infrastructure from base to battlefield. We bring 120 years of successful mission support to improve security, streamline logistics, and enhance readiness. Aligned around a shared purpose, our $3.9B company and 16,000 people work alongside our clients, here and abroad, to tackle their most complex challenges with integrity, respect, responsibility, and professionalism.
Proactively manages the service desk operations and supervises Service Desk Administrator Level I and ADPE Technicians I in the performance of their duties. Responsible for ensuring sufficient staffing across all support lanes, monitoring call performance and incident response metrics, and providing high-level of communication and technical support. This position involves a high degree of quick decision making and detailed task management to ensure all work orders not resolved at the Service Desk are immediately assigned to the appropriate IT groups. Excellent customer service skills are mandatory. Program: OMDAC-SWACA
This position offers company-paid housing and transportation, a completion bonus and tuition reimbursement program!
You must satisfy all host country requirements to legally work in the host country in order to be qualified for this position.
Responsibilities
+ Proactively oversees and manages the service desk operations and staff.
+ Ensures that sufficient staffing and skill levels are maintained throughout operational and prime hours in order to meet service level targets by managing shift staffing schedules, allocations and assignments.
+ Act as an escalation point where difficult or controversial calls are received.
+ Produces daily, weekly and monthly service desk performance metrics, statistics and management reports; and provides direct feedback to the staff on report findings.
+ Monitors service desk and incident performance metrics, identifies improvement opportunities, and implements corrective action when needed.
+ Assumes roles and responsibilities of Service Desk Administrators, first-line support via multiple channels (calls, walk-ins, email, self-service), Remedy queue and/or accounts administrator when workloads are high and additional experience is needed, staffing is insufficient or as required by operations.
+ Establishes efficient, working relationships with the Information Management officers (IMOs), customer chain of command, and senior management. Report any issues that could significantly impact services.
+ Represents the service desk at meetings. Arranges staff training and awareness; and performs briefings as needed to the service desk staff on changes or deployments that may affect customer service volumes.
+ Ensures all documented policies, processes, and work-flows are being followed by the service desk staff; and identifies, updates and implements changes to continually improve and streamline processes.
+ Provides senior level technical support to the service desk staff, IMOs and customers; in addition to having the technical ability to accurately determine call routing for Remedy incidents that cannot be immediately resolved at the service desk.
+ Takes overall responsibility for incident and service request handling
+ Performs other duties and assignments as required.
Qualifications
+ Qualifications
+ Security Clearance:
+ Requires an active Secret Clearance
+ Education / Certifications: One year of related experience may be substituted for one year of education if a degree is required.
+ High School diploma or GED required.
+ This position requires candidates to adhere to DoD M. All candidates are required to maintain at least one (1) baseline certification and one (1) computing environment (CE) certification. Baseline certifications cannot also be used as a Computing Environment (CE) certification.
+ The authorized certifications for this job title are listed as follows:
+ BASELINE:
+ Cisco: CCNA Security
+ Cisco: CCNP Security
+ CompTIA: A+ ce
+ CompTIA: CASP+ ce: Advanced Security Practitioner
+ CompTIA: CySA+ ce: Cybersecurity Analyst
+ CompTIA: Network+ ce
+ CompTIA: Security+ ce
+ CompTIA: SecurityX ce
+ GIAC: GCED: Certified Enterprise Defender
+ GIAC: GCIH: Certified Incident Handler: Certified Incident Handler
+ GIAC: GICSP: Industrial Cyber Security Professional
+ GIAC: GSEC: Security Essentials
+ ISACA: CISA: Certified Information Systems Auditor
+ ISC2: CISSP (or Associate): Certified Information Systems Security Professional
+ COMPUTING ENVIRONMENT (CE):
+ CompTIA: Server
+ + Microsoft: 365 Certified: Endpoint Administrator Associate
+ Microsoft: 365 Certified: Enterprise Administrator Expert
+ Microsoft: 365 Certified: Messaging Administrator Associate
+ Microsoft: 365 Certified: Modern Desktop Administrator Associate
+ Microsoft: 365 Certified: Modern Desktop Administrator Associate
+ Microsoft: 365 Certified: Security Administrator Associate
+ Microsoft: Certified: Azure Administrator Associate
+ Microsoft: Certified: Azure Database Administrator Associate
+ Microsoft: Certified: Azure Security Engineer Associate
+ Microsoft: Certified: Azure Solutions Architect Expert
+ Microsoft: Certified: Identity and Access Administrator Associate
+ Microsoft: Certified: Information Protection Administrator Associate
+ Microsoft: Certified: Security Operations Analyst Associate
+ Microsoft: MCSA: SQL 2016 Database Admin
+ Microsoft: MCSA: SQL 2016 Database BI Development
+ Microsoft: MCSA: SQL 2016 Database Dev
+ Microsoft: MCSA: Windows 10
+ Microsoft: MCSA: Windows Server 2012
+ Microsoft: MCSA: Windows Server 2016
+ Microsoft: MCSE: Cloud Platform and Infrastructure
+ Microsoft: MCSE: Core Infrastructure
+ Microsoft: MCSE: Database Management and Analytics
+ Microsoft: MCSE: Enterprise Devices and Apps
+ Microsoft: MCSE: Private Cloud 2012
+ Microsoft: MCSE: Productivity Solutions Expert
+ Microsoft: MCSE: Server Infrastructure 2012
+ Microsoft: MCT: Certified IT Professional
+ Microsoft: MCT: Certified Systems Administrator
+ Experience: One year of related academic study above the high school level may be substituted for one year of experience up to a maximum of a 4-year bachelor's degree in a Software Engineering or Business Information Systems discipline for three years general experience.
+ Should have a minimum of four years of experience in a Customer Service environment and one to two years in a service desk environment.
+ Proven experience with leading a workforce in a high-tempo environment.
+ Excellent customer service skills are mandatory.
+ Experience with a customer service-oriented company.
At V2X, we are deeply committed to both equal employment opportunity, including protection for Veterans and individuals with disabilities, and fostering an inclusive and diverse workplace. We ensure all individuals are treated with fairness, respect, and dignity, recognizing the strength that comes from a workforce rich in diverse experiences, perspectives, and skills. This commitment, aligned with our core Vision and Values of Integrity, Respect, and Responsibility, allows us to leverage differences, encourage innovation, and expand our success in the global marketplace, ultimately enabling us to best serve our clients.

Overview
Working across the globe, V2X builds smart solutions designed to integrate physical and digital infrastructure from base to battlefield. We bring 120 years of successful mission support to improve security, streamline logistics, and enhance readiness. Aligned around a shared purpose, our $3.9B company and 16,000 people work alongside our clients, here and abroad, to tackle their most complex challenges with integrity, respect, responsibility, and professionalism.
Front line customer service desk support, responsible for responding to and resolving computer, printer, and network issues. Customers contact the Service desk in person, by phone, using Remedy or sending emails. This position involves a high degree of quick decision making and detailed task management to ensure all work orders not resolved at the Service Desk are immediately assigned to the appropriate IT groups. Excellent customer service skills are mandatory. Program: OMDAC-SWACA
This position offers company-paid housing and transportation, a completion bonus and tuition reimbursement program!
You must satisfy all host country requirements to legally work in the host country in order to be qualified for this position.
Responsibilities
+ Primary support and interface with site Information Management Officers (IMO) to ensure all Service Desk resources are utilized in the most efficient manner. Assists the IMO with daily functions of computer, network, and software management for the site and all users.
+ Provides immediate response to all customers who come to the Service Desk. Person to person interaction involves troubleshooting, information exchange and help with ticket submission and issues. Excellent interpersonal skills are required.
+ Provides telephone customer support for incoming and follow up calls used for initial troubleshooting.
+ May be required to work for 12-hour shifts utilizing Remedy call management software and other tools, to log and manage trouble tickets. Must have the technical ability to accurately determine call routing for trouble tickets that cannot be resolved immediately at the Service Desk.
+ Troubleshoots Microsoft OS issues on Army Gold Master/Universal Gold Master along with setup and Microsoft Office 2007. Troubleshoots all other site authorized software with IMOs and users.
+ Creates logon and email accounts using Microsoft Exchange Server and User Manager. Manages Network Services with Server Manager, Print Queue Management and CISCO VMPS Administration.
+ Works within a small continuous improvement focused team. Tracks and documents work performed to allow accurate reporting of all Service Desk activities. Completes all tasks and assignments as requested by Supervisors and Management.
+ The work environment will be 95% indoor and 5% outdoor.
+ Perform additional duties as assigned.
Qualifications
+ Qualifications
+ Security Clearance:
+ Requires an active active Secret Clearance
+ Education / Certifications: One year of related experience may be substituted for one year of education if a degree is required.
+ High School Diploma or GED required.
+ This position requires candidates to adhere to DoD M. All candidates are required to maintain at least one (1) baseline certification and one (1) computing environment (CE) certification. Baseline certifications cannot also be used as a Computing Environment (CE) certification.
+ The authorized certifications for this job title are listed as follows:
+ IAT Level: IAT I
+ BASELINE:
+ Cisco: CCNA Security
+ Cisco: CCNP Security
+ CompTIA: A+ ce
+ CompTIA: CASP+ ce: Advanced Security Practitioner
+ CompTIA: CySA+ ce: Cybersecurity Analyst
+ CompTIA: Network+ ce
+ CompTIA: Security+ ce
+ GIAC: GCED: Certified Enterprise Defender
+ GIAC: GCIH: Certified Incident Handler: Certified Incident Handler
+ GIAC: GICSP: Industrial Cyber Security Professional
+ GIAC: GSEC: Security Essentials
+ ISACA: CISA: Certified Information Systems Auditor
+ ISC2: CISSP (or Associate): Certified Information Systems Security Professional
+ COMPUTING ENVIRONMENT (CE):
+ CompTIA:Server
+ + Microsoft: 365 Certified: Endpoint Administrator Associate
+ Microsoft: 365 Certified: Enterprise Administrator Expert
+ Microsoft: 365 Certified: Messaging Administrator Associate
+ Microsoft: 365 Certified: Modern Desktop Administrator Associate
+ Microsoft: 365 Certified: Modern Desktop Administrator Associate
+ Microsoft: 365 Certified: Security Administrator Associate
+ Microsoft: Certified: Azure Administrator Associate
+ Microsoft: Certified: Azure Database Administrator Associate
+ Microsoft: Certified: Azure Security Engineer Associate
+ Microsoft: Certified: Azure Solutions Architect Expert
+ Microsoft: Certified: Identity and Access Administrator Associate
+ Microsoft: Certified: Information Protection Administrator Associate
+ Microsoft: Certified: Security Operations Analyst Associate
+ Microsoft: MCSA: SQL 2016 Database Admin
+ Microsoft: MCSA: SQL 2016 Database BI Development
+ Microsoft: MCSA: SQL 2016 Database Dev
+ Microsoft: MCSA: Windows 10
+ Microsoft: MCSA: Windows Server 2012
+ Microsoft: MCSA: Windows Server 2016
+ Microsoft: MCSE: Cloud Platform and Infrastructure
+ Microsoft: MCSE: Core Infrastructure
+ Microsoft: MCSE: Database Management and Analytics
+ Microsoft: MCSE: Enterprise Devices and Apps
+ Microsoft: MCSE: Private Cloud 2012
+ Microsoft: MCSE: Productivity Solutions Expert
+ Microsoft: MCSE: Server Infrastructure 2012
+ Microsoft: MCT: Certified IT Professional
+ Microsoft: MCT: Certified Systems Administrator
+ Experience:
+ Should have a minimum of three years of experience in customer service environment.
+ Experience in a Service Desk environment is preferred.
+ Excellent customer service skills are mandatory.
At V2X, we are deeply committed to both equal employment opportunity, including protection for Veterans and individuals with disabilities, and fostering an inclusive and diverse workplace. We ensure all individuals are treated with fairness, respect, and dignity, recognizing the strength that comes from a workforce rich in diverse experiences, perspectives, and skills. This commitment, aligned with our core Vision and Values of Integrity, Respect, and Responsibility, allows us to leverage differences, encourage innovation, and expand our success in the global marketplace, ultimately enabling us to best serve our clients.

Overview

Working across the globe, V2X builds smart solutions designed to integrate physical and digital infrastructure from base to battlefield. We bring 120 years of successful mission support to improve security, streamline logistics, and enhance readiness. Aligned around a shared purpose, our $3.9B company and 16,000 people work alongside our clients, here and abroad, to tackle their most complex challenges with integrity, respect, responsibility, and professionalism. Proactively manages the service desk operations and supervises Service Desk Administrator Level I and ADPE Technicians I in the performance of their duties. Responsible for ensuring sufficient staffing across all support lanes, monitoring call performance and incident response metrics, and providing high-level of communication and technical support. This position involves a high degree of quick decision making and detailed task management to ensure all work orders not resolved at the Service Desk are immediately assigned to the appropriate IT groups. Excellent customer service skills are mandatory. Program: OMDAC-SWACA This position offers company-paid housing and transportation, a completion bonus and tuition reimbursement program! You must satisfy all host country requirements to legally work in the host country in order to be qualified for this position. Responsibilities

Proactively oversees and manages the service desk operations and staff. Ensures that sufficient staffing and skill levels are maintained throughout operational and prime hours in order to meet service level targets by managing shift staffing schedules, allocations and assignments. Act as an escalation point where difficult or controversial calls are received. Produces daily, weekly and monthly service desk performance metrics, statistics and management reports; and provides direct feedback to the staff on report findings. Monitors service desk and incident performance metrics, identifies improvement opportunities, and implements corrective action when needed. Assumes roles and responsibilities of Service Desk Administrators, first-line support via multiple channels (calls, walk-ins, email, self-service), Remedy queue and/or accounts administrator when workloads are high and additional experience is needed, staffing is insufficient or as required by operations. Establishes efficient, working relationships with the Information Management officers (IMOs), customer chain of command, and senior management. Report any issues that could significantly impact services. Represents the service desk at meetings. Arranges staff training and awareness; and performs briefings as needed to the service desk staff on changes or deployments that may affect customer service volumes. Ensures all documented policies, processes, and work-flows are being followed by the service desk staff; and identifies, updates and implements changes to continually improve and streamline processes. Provides senior level technical support to the service desk staff, IMOs and customers; in addition to having the technical ability to accurately determine call routing for Remedy incidents that cannot be immediately resolved at the service desk. Takes overall responsibility for incident and service request handling Performs other duties and assignments as required. Qualifications

Security Clearance: Requires an active Secret Clearance Education / Certifications: One year of related experience may be substituted for one year of education if a degree is required. High School diploma or GED required. This position requires candidates to adhere to DoD M. All candidates are required to maintain at least one (1) baseline certification and one (1) computing environment (CE) certification. Baseline certifications cannot also be used as a Computing Environment (CE) certification. The authorized certifications for this job title are listed as follows: BASELINE: Cisco: CCNA Security Cisco: CCNP Security CompTIA: A+ ce CompTIA: CASP+ ce: Advanced Security Practitioner CompTIA: CySA+ ce: Cybersecurity Analyst CompTIA: Network+ ce CompTIA: Security+ ce CompTIA: SecurityX ce GIAC: GCED: Certified Enterprise Defender GIAC: GCIH: Certified Incident Handler: Certified Incident Handler GIAC: GICSP: Industrial Cyber Security Professional GIAC: GSEC: Security Essentials ISACA: CISA: Certified Information Systems Auditor ISC2: CISSP (or Associate): Certified Information Systems Security Professional COMPUTING ENVIRONMENT (CE): CompTIA: Server+ Microsoft: 365 Certified: Endpoint Administrator Associate Microsoft: 365 Certified: Enterprise Administrator Expert Microsoft: 365 Certified: Messaging Administrator Associate Microsoft: 365 Certified: Modern Desktop Administrator Associate Microsoft: 365 Certified: Modern Desktop Administrator Associate Microsoft: 365 Certified: Security Administrator Associate Microsoft: Certified: Azure Administrator Associate Microsoft: Certified: Azure Database Administrator Associate Microsoft: Certified: Azure Security Engineer Associate Microsoft: Certified: Azure Solutions Architect Expert Microsoft: Certified: Identity and Access Administrator Associate Microsoft: Certified: Information Protection Administrator Associate Microsoft: Certified: Security Operations Analyst Associate Microsoft: MCSA: SQL 2016 Database Admin Microsoft: MCSA: SQL 2016 Database BI Development Microsoft: MCSA: SQL 2016 Database Dev Microsoft: MCSA: Windows 10 Microsoft: MCSA: Windows Server 2012 Microsoft: MCSA: Windows Server 2016 Microsoft: MCSE: Cloud Platform and Infrastructure Microsoft: MCSE: Core Infrastructure Microsoft: MCSE: Database Management and Analytics Microsoft: MCSE: Enterprise Devices and Apps Microsoft: MCSE: Private Cloud 2012 Microsoft: MCSE: Productivity Solutions Expert Microsoft: MCSE: Server Infrastructure 2012 Microsoft: MCT: Certified IT Professional Microsoft: MCT: Certified Systems Administrator Experience: One year of related academic study above the high school level may be substituted for one year of experience up to a maximum of a 4-year bachelor's degree in a Software Engineering or Business Information Systems discipline for three years general experience. Should have a minimum of four years of experience in a Customer Service environment and one to two years in a service desk environment. Proven experience with leading a workforce in a high-tempo environment. Excellent customer service skills are mandatory. Experience with a customer service-oriented company.

Equal Employment Opportunity

At V2X, we are deeply committed to both equal employment opportunity, including protection for Veterans and individuals with disabilities, and fostering an inclusive and diverse workplace. We ensure all individuals are treated with fairness, respect, and dignity, recognizing the strength that comes from a workforce rich in diverse experiences, perspectives, and skills. This commitment, aligned with our core Vision and Values of Integrity, Respect, and Responsibility, allows us to leverage differences, encourage innovation, and expand our success in the global marketplace, ultimately enabling us to best serve our clients.

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