CSR Engineer

Description

• Track requests from inception to completion using JIRA, with ServiceNow as a backup.
• Provide white-glove customer service to ensure client satisfaction.
• Participate in weekly one-on-one meetings and quarterly meetings with colleagues.
• Ensure that software, devices, and products function correctly over the internet.
• Conduct a panel interview to assess candidates.
• Conduct weekly and monthly data tracking to close out tickets efficiently.
• Develop and maintain a comprehensive licensing and software experience for classified environments.

Requirements

• DevOps, scripting, or programming experience is a plus, though not required.
• Help desk experience with a focus on customer service and a positive attitude.
• Understanding of licensing for our client or similar competitors.
• Experience with ticketing systems and processes.
• Bachelor's degree in a relevant field.
• Five years of experience preferred, though candidates with growth potential or relevant military experience are encouraged to apply.
• Experience with Tier 1, Tier 2, and Tier 3 Support (60%, 30%, 10% breakdown).
• Understanding of routers, switches, networking, and licensing.
• Salesforce or ServiceNow for enhanced customer experience.
• Proficiency with Cisco products and JIRA for tracking and documentation.

Benefits

• Employee Assistance Program
• Transportation benefits
• Critical Illness, Accident, and Hospital
• Short and long-term disability
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a fully onsite position in Morrisville,NC. Application Deadline This position is anticipated to close on Jan 9, 2026.
• Health Spending Account (HSA)
• Medical, dental & vision

Training + Development

Interview process

Visa Sponsorship

Security clearance