Customer Support Administrator

When you join the Cambridge team, you are part of a skilled and talented global community that is united by a set of core values: commitment, integrity, and perseverance. Join our team and help us confront today’s most threatening and complex obstacles!
Cambridge International Systems, Inc. has a full-time Customer Support Administrator opportunity available based in Moehringen, Germany. Qualified candidates for this job must possess a current DoD TS/SCI security clearance and meet TESA accreditation requirements. ***TESA Certification allows employees the to be tax exempt for both Germany and US, in addition to other great perks***
Employees may be eligible for: relocation reimbursement, housing allowance, COLA and school reimbursement for dependents.
ROLE RESPONSIBILTIES

• Responsible for collection of incident information through customer conversation, and self-service support tools.
• Tracks incidents and requests from identification through resolution ensuring a quality end-to-end customer experience.
• Conducts initial assessment, triage, research, and resolution for basic incidents and requests regarding the use of application software products and/or infrastructure components.
• Communicates promptly on progress. Engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility by routing incidents, as necessary, to product line, application, or system support specialists.
• Executes against established Service Level Agreements (SLA).
• Documents resolutions and updates self-help and staff knowledge bases. Alerts management to recurring problems and patterns of problems. Provide statistics for the weekly Service Desk report on call trends.

Required QUALIFICATIONS

• BA/BS + 3 years recent specialized or AA/AS +5 years recent specialized or a major cert + 7 years recent specialized or 11 years of recent specialized experience.
• Modern Desktop Administrator Associate or Microsoft Certified Solutions Associate (MCSA) Windows 10/Office 365
• DOD 8570 IAT 2 compliance (CompTIA Security +, equal or greater)
• Ability to obtain TESA status
• Must possess an active DoD TS/SCI security clearance.
• Must be proficient in using different technologies such as computers and other tools and systems pertinent to the position.

DESIRED QUALIFICATIONS

• ITIL v3 – Foundation
• Automation using Microsoft PowerShell, VBScript, or batch files
• Adaptable to changing circumstances and operational needs
• Understanding of Department of Defense Military standards

TRAVEL REQUIREMENTS

• Ability to travel up to 10%.  In some occasions, overnight travel may be required.
• Active Passport in support of OCONUS travel and/or living requirements.

PHYSICAL ENVIRONMENT AND WORKING CONDITIONS

• Cambridge International Systems complies with Temporary Duty Station (TDY)/Outside Continental United States (OCONUS) vaccination requirements.  If this position requires OCONUS travel (listed above), Vaccine Recommendations by AOR | Health.mil lists applicable current vaccination requirements by location.

Office setting:

• Must be able to work in an office environment, sitting at a desk, looking at a computer for most of the workday.
• Work is physically comfortable; the employee has discretion about sitting, walking, standing, etc.
• May be required to travel short distances to offices/conference rooms and buildings on site. 

BACKGROUND CHECKS
Please note that any offer of employment is contingent upon a background investigation.  In connection with working on certain federal contracts, a drug screen may also be required.
BENEFITS AND PERKS
Cambridge International Systems is committed to investing in our employees and their future by providing them with competitive compensation, career development opportunities, comfortable working conditions, and a comprehensive benefits package, some of which are listed below:

• Medical, dental, vision, Life/AD&D/STD/LTD insurance
• 401(k) matching and immediate vesting
• Paid time off and holidays
• Generous tuition & training assistance program
• Relocation assistance
• Sign-on bonuses
• Referral bonuses
• Performance-based bonuses
• Community involvement & outreach
• Wellness program
• Employee Assistance Program (EAP)
• Tickets at Work

Refer to a friend
If you know someone who may be interested, please share this posting.  We are a growing team and there may be more opportunities like this one here at Cambridge International Systems!  Depending on the recruiting difficulty of the position and other factors, successful referrals resulting in a hire may qualify for a referral bonus. Both employees and non-employees are eligible!  Ask the Recruiter for more info.
MORE ABOUT US
At Cambridge, we recognize innovation and agility grow through diverse collaboration. Our team is comprised of unique individuals, and it is our policy to provide equal opportunity in recruiting, hiring, training, and promoting individuals in all job categories without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other protected class or category as may be defined by federal, state, or local laws or regulations. It is our firm intent to support equal employment opportunity and affirmative action in keeping with applicable federal, state, and local laws and regulations.
If you are a qualified individual with a disability or a disabled veteran requiring assistance with the application process, please visit https://cbridgeinc.com/accessibility/ for information on how to request assistance.