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CGI Technologies and Solutions, Inc. Customer Support Lead (Tier 3) in Fairfax, Virginia

Customer Support Lead (Tier 3)

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Customer Support Lead (Tier 3)

Category: Service Desk / End User Services

City: Fairfax, Virginia, United States

Position ID: J1019-2688

Employment Type: Full Time

Meet our professionals

CGI: A place to build an IT career

Position Description:

Seeking a Customer Support Lead (Tier 3) to support Information Technologies (IT) initiatives in healthcare and federal grants arena. The initiatives include Operations and Maintenance (O&M) services to enable organizations to operate and maintain enterprise systems in response to various legislative, policy, management, and technology changes. The outcomes enable the organization to strengthen its program management and operations in support of its mission to improve and achieve health equity.

Your future duties and responsibilities:

The Customer Support Lead is responsible for the internal or customer administration, maintenance and management of capacity resources for computers at the operating system and infrastructure level. The Customer Support Lead builds, configures, troubleshoots and integrates new and existing servers to provide service enhancements, application deployments and infrastructure upgrades. The Customer Support Lead recommends software and hardware enhancements, diagnoses and corrects issues, defines and implements new services with the goal of achieving maximum server uptime and availability for the customers. The Customer Support Lead conducts system analysis and development to keep systems current with changing technologies. Specific duties and responsibilities include:

• Experience with customer support and leading support for enterprise user service and user support management.

• Respond promptly to support request from customers regarding system support, applications support, connectivity issues, software installations, upgrades, etc. and resolve issues to minimize downtime within mission critical systems.

• Provides a specialized skill set and experience to successfully address and resolve Incidents that cannot be resolved by Technical Support Engineers I and II.

• Investigates and coordinate resolution and recovery actions for advanced issues.

• Assists in training and provides support to Technical Service Tier 1 and 2 Engineers with advanced trouble-shooting needs.

• Supports in troubleshooting and identifying issues with the network, platform and product suite.

• Continually finds ways to improve process and workflow efficiency, including staying up-to-date on industry best practices.

Required qualifications to be successful in this role:

• Must demonstrate experience with ticketing and customer relationship management (CRM) systems to engage multiple stakeholders.

• Must be familiar with Jira and Salesforce systems to generate reports and manage tickets


Demonstrated, hands-on experience with one or more of the following:

• Operation and maintaining Microsoft Products (Dynamics365, Office, etc), ASP.NET, SQL Server, Visual Basic, C, C++, Cascading Style Sheets, JavaScript, AJAX, XML / XSLT, and NHibernate, .NET framework 4.6 Automated Unit Testing, Cloud computing, Confluence, DevOps Tools / software, JIRA, Linux, Octopus, Rapid Miner, Redis Cache, Salesforce, Selenium, SonarQube, Splunk and Splunk ITSI, Tableau, Test Harness, and TFS

Knowledge of:

• Source control Integration

• Section 508 Compliance standards

• Information Security Policies, Network Security, Process Improvement, Project Management, Contingency Testing, and Vulnerability Testing



  • Communication (Oral/Written)

  • Document Management

What you can expect from us:

Build your career with us.

It is an extraordinary time to be in business. As digital transformation continues to accelerate, CGI is at the center of this change—supporting our clients’ digital journeys and offering our professionals exciting career opportunities.

At CGI, our success comes from the talent and commitment of our professionals. As one team, we share the challenges and rewards that come from growing our company, which reinforces our culture of ownership. All of our professionals benefit from the value we collectively create.

Be part of building one of the largest independent technology and business services firms in the world.

Learn more about CGI at .

No unsolicited agency referrals please.

CGI is an equal opportunity employer.

Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status, political affiliation, genetic information, or any other legally protected status or characteristics.

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 . You will need to reference the requisition number 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 requisition number will not be returned .

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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.

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.