Remote Support Engineer, Journeyman

Job description

Position Description:

CGI Federal has an exciting opportunity for a Remote Support Engineer within our Intel sector advancing the national security mission through cutting edge technology. You must have a passion for keeping pace with rapidly evolving technology advancements and leveraging your knowledge on a highly collaborative team to deliver state-of-the-art capabilities.

The Remote Support Engineer provides technical assistance to customers and internal users, resolving issues related to hardware, software, and systems, all from a remote location. They troubleshoot problems, guide users through solutions, and ensure a positive customer experience, often utilizing phone, email, and chat. Their responsibilities include resolving technical issues, documenting solutions, and escalating complex problems when necessary.

CGI Federal is growing its high-performance team whose members share a passion for building high-quality, scalable, advanced IT solutions in a collaborative, fast-paced, outcome-driven mission.

This position is located in USA VA Arlington, however, a hybrid working model is acceptable.

Your future duties and responsibilities:

• Troubleshooting & Problem Solving: Diagnosing and resolving technical issues related to software, hardware, and systems.
• Customer Interaction: Interacting with customers (and potentially internal users) via phone, email, chat, or video conferencing to understand and resolve their issues.
• Guidance & Support: Providing step-by-step instructions and guidance to users to resolve technical problems.
• Documentation & Knowledge Sharing: Creating and maintaining documentation, knowledge base articles, and FAQs to help users and internal teams.
• Escalation: Identifying and escalating complex or unresolved issues to the appropriate internal teams.
• Communication: Clearly communicating technical information to both technical and non-technical users.
• Product Knowledge: Developing a strong understanding of the products or services they support.
• Collaboration: Working with other teams (e.g., engineering, product) to resolve issues and improve products.
• Process Improvement: Contributing to the improvement of support processes and workflows.

Required qualifications to be successful in this role:

• Education and/or Experience: Bachelor’s degree and/or 2 to 5 years of experience
• Security Clearance: Able to Obtain and maintain a TS/SCI with Poly, active TS/SCI with Poly highly desired
• Technical Skills: Strong troubleshooting skills, understanding of computer hardware and software, networking basics, and potentially specific software or systems related to the role.
• Communication Skills: Excellent written and verbal communication skills to effectively interact with users and document solutions.
• Customer Service Skills: Patience, empathy, and the ability to build rapport with users.
• Problem-Solving Skills: Ability to analyze problems, identify solutions, and guide users through the resolution process.
• Organization & Time Management: Ability to manage multiple tasks and prioritize issues effectively.

CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role. The determination of this range includes various factors not limited to skill set, level, experience, relevant training, and licensure and certifications. To support the ability to reward for merit-based performance, CGI typically does not hire individuals at or near the top of the range for their role. Compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range for this role in the U.S. is $100,000.00 - $150000.00.

CGI Federal's benefits are offered to eligible professionals on their first day of employment to include:
• Competitive compensation
• Comprehensive insurance options
• Matching contributions through the 401(k) plan and the share purchase plan
• Paid time off for vacation, holidays, and sick time
• Paid parental leave
• Learning opportunities and tuition assistance
• Wellness and Well-being programs

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Skills:

·  Intelligence

What you can expect from us:

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.

Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status or responsibilities, reproductive health decisions, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics to the extent required by applicable federal, state, and/or local laws where we do business.

CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at US_Employment_Compliance@cgi.com . You will need to reference the Position ID of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a Position ID will not be returned.

We make it easy to translate military experience and skills! Click here to be directed to our site that is dedicated to veterans and transitioning service members.

All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held. Dependent upon role and/or federal government security clearance requirements, and in accordance with applicable laws, some background investigations may include a credit check. CGI will consider for employment qualified applicants with arrests and conviction records in accordance with all local regulations and ordinances.

CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI’s legal duty to furnish information.