Enterprise Operations Center Engineer

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.