Technical Support Specialist

sgs-job-4547

Engineering
 Texas
CCNA
CCNP
Networking
VLAN
Technical Support

Contract - 6 Months

Location (mandatory): Allen, TX As a Technical Support Technician II, you will perform both technical and administrative responsibilities supporting day to day operations and ensuring service excellence.

Job Responsibilities:

  • As a Technical Support Technician, you will join a team providing remote support to customers across the military, public safety, and mission critical infrastructure sectors.
  • You will act as a catalyst for high quality, timely service while collaborating with engineering and product teams to drive improvements based on customer feedback.
  • We are seeking a high energy, forward thinking professional with strong technical expertise and the ability to communicate complex concepts to diverse audiences.
  • This position supports 24/7 operations, training is 2 months 7am to 4pm CST.
  • Hour of operations are 7am to 6pm, shift will be based on business need. Customer Support:
  • Serve as the primary point of contact via phone, email, and other communication channels
  • Respond to incidents in compliance with service level agreements
  • Manage sensitive customer interactions with transparency and professionalism
  • Incident Management:
  • Escalate incidents that cannot be resolved within defined timelines
  • Track and drive issues through full resolution and restoration of service
  • Manage the end to end incident lifecycle including root cause identification
  • Documentation &; Knowledge Management:
  • Accurately document triage details and resolution steps
  • Utilize existing knowledge articles to resolve known issues
  • Create new knowledge articles for undocumented solutions
  • Operational Excellence:
  • Ensure support metrics and performance expectations are consistently met
  • Maintain security and accuracy of operational data
  • Stay current on systems, tools, and applications
  • Collaboration Build strong relationships with internal and external stakeholders
  • Collaborate across cross functional teams
  • Actively participate in training and development
  • Continuous Improvement Identify opportunities to improve workflows and support processes
  • Champion adoption of next generation technologies including AI
  • Maintain compliance with all corporate security, quality, and operational policies
  • Work Environment 24/7 operations including shift work and weekends
  • Self starter who manages priorities with minimal supervision

Skills:

  • Experience in a remote technical support environment
  • Strong networking knowledge including protocols, infrastructure, and troubleshooting
  • Familiarity with WAN, LAN, routers, and firewalls
  • Knowledge of VoIP and IP telephony
  • RF trunking and communication network knowledge
  • Working knowledge of Windows and Office or equivalent
  • Familiarity with mobile radio technologies
  • Understanding of information security best practices
  • Foundational ITIL knowledge
  • Network+
  • A+
  • Security+
  • AI related certifications
  • Strong troubleshooting and analytical abilities
  • Excellent verbal, written, and presentation skills
  • High attention to detail
  • Ability to manage multiple tasks and priorities
  • Strong time management skills
  • Ability to work independently with minimal supervision

Education/Experience:

  • HSD

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