Job 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 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 colle...