Customer Service Engineer Security Clearance

Responsibilities

• Support installation, maintenance, testing, and troubleshooting of computer systems and equipment.
• Provide remote and desk‑side technical support, respond to IT support tickets, and perform diagnostic and repair activities on hardware and software.
• Set up and maintain user accounts, interface with other software applications, compile reports, and respond to customer requests.
• Maintain Active Directory and other system accounts, support connectivity and client applications, configure local and wide area network services.
• Monitor open tickets in Service Now, ensure adherence to business processes, and report discrepancies with corrective actions.
• Utilize debugging protocols and processes.
• Troubleshoot customer problems and implement corrective actions quickly.
• Facilitate equipment returns, deployments, unboxing, inventorying, and verification.
• Handle physically demanding tasks: lift up to 50 pounds, bend, twist, squat, reach, climb, and crawl to access equipment.
• Stand and move throughout the work area for prolonged periods.
• Communicate clearly and actively listen to customers, show empathy, build relationships, and maintain a professional demeanor.
• Proactively anticipate customer needs, seek feedback for continuous improvement, and own issues from start to finish.

A Customer Service Engineer may be asked to provide surge capacity support during temporary periods of increased workload, which may involve travel for up to 12 consecutive days (two weeks at a time). Overtime is not authorized for surge capacity. For work‑related travel Kentro will pre‑pay airfare and hotel. Out‑of‑pocket expenses must be submitted for reimbursement in accordance with Kentro policy.

Per diem for meals and lodging will be provided based on GSA Per Diem Rates.

• Bachelor’s degree in computer science, electronics engineering, or other engineering/technical discipline; 8 years of relevant experience may substitute for education.
• Minimum of 2 years of experience in IT technical support, help desk, or system administration.
• Experience conducting routine system administration tasks and logging data in system admin logs.
• Knowledge of debugging protocols and processes.
• Proficiency with Microsoft Office applications and basic understanding of Windows system administration.
• US citizen or Green Card holder, willing to obtain Public Trust suitability clearance, and able to meet .

Competitive benefits package including paid time off, healthcare, 401(k) with employer match, discount perks, rewards, and education reimbursement for certifications, degrees, or professional development. Flexible work environment with remote and on‑site options.

Kentro is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, or local law. We are committed to compliance with VEVRAA and related laws.