Technical Support Specialist II

Job Requisition: 7269.1

Technical Support Specialist II for Public Safety Sector Customers

 

Onsite, Contract to Hire near Allen TX

Job Requisition: 7269.1 (2 openings)

 As a Technical Specialist, this position provides excellent customer service to new and existing customers and internal customers by independently troubleshooting, installing, repairing, and supporting customers on software and hardware equipment such as laptops, servers, and LPR (license plate recognition) camera systems.

 

The Specialist will be taking incoming calls from the support queue related to complex issues. Once the identification of the underlying problem is established, the specialist can begin sorting through the possible solutions available. Your objective is to ensure every client is happy with our services and to ensure that all aspects of installation, service and support are completed properly, timely, and with detailed documentation in the ticketing systems.

These are metric-based support positions that interact with our customers via phone and/or E-mail. Responsibilities

  • With remote access to customer systems, Install or troubleshoot the company’s proprietary Software, identify the problematic root cause on hardware equipment such as laptops, servers, and IP cameras.
  • Provide courteous and knowledgeable troubleshooting support over the phone and via email.
  • Ensure timely and accurate set up of all systems.
  • Phone Support during regular business hours and on-call availability during off hours.
  • Monitor Chat sessions to assist other team members.
  • Test systems to ensure they are working correctly.
  • May be required to adjust systems, including software or hardware, to make equipment functional depending upon the environment.
  • Follow the department process, procedure, and metrics for a technical support II technician.
  • Maintain log of customers issues, interactions, and troubleshooting steps in the department ticketing system.
  • Train customers in the use of systems including software, hardware, and installation.
  • Multi-task and have excellent time management skills.
  • Understand the severity of an issue and escalate issues efficiently and appropriately.
  • Demonstrated strong work ethic

Requirements 

High School Diploma OR GED and 2+ years of technical troubleshooting (hardware & some software) or 2+ years of customer service experience

  • Must be able to obtain background clearance as required by government customers.
  • Networking Experience Preferred
  • Service Now or similar.
  • Bomgar
  • Windows

Pluses

  • Work experience in a public safety environment desired.

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