Technical Support Specialist II

Position

Technical Support Specialist II

Location

Allen, TX

Duration

06 Months

📝 Job Description

• The Technical Support Specialist II will be interacting with police and is responsible for diagnosing and resolving customer issues through phone, web, email, and direct customer interaction.
• They are also responsible for maintaining critical relationships developed by other departments throughout the problem/resolution cycle.
• 📢 Communicate outages notifications and ticket statuses to customers
• 📡 Additionally, they will communicate actively with the Product team and Engineering departments detailing specific customer issues.
• 📞 Answer Inbound and make Outbound Technical Support Calls (about 30 to 40 calls/day)
• 🎫 Self-assign and take ownership of tickets from queue
• 📝 Accurately document product issues and convey workarounds and fixes to customers.
• ⬆️ Follow procedures for internal escalation of issues to the appropriate internal teams.
• 🔧 Track and resolve issues
• 🤝 Interface with Product team and Engineering on customer issues and comments
• 📚 Help Maintain online Knowledge Base
• 📞 Provide Technical Assistance to Regional Sales Managers daily
• 🌙 Answer after hours calls from customers
• 💬 Customer Advocate

🧩 Experience and Skill Requirements

• 2–3+ years of experience in Technical Support and/or application support roles.
• Experience in a remote technical support environment is a plus.
• Foundational knowledge of ITIL is a plus.
• Extensive Hardware, Software and Networking troubleshooting.
• Strong working knowledge of Windows Server 2016, 2012, 2008; Windows 7, 8, 10.
• Strong working CLI experience with various Linux distributions (Ubuntu/CentOS preferred).
• Familiarity working with Azure Cloud and containers.
• Familiarity with Client technology and products is a plus.
• Strong troubleshooting, problem-solving and analytical skills.
• Strong communication skills (verbal, written and presentation).
• Good time management skills with the ability to set priorities and meet deadlines.
• Strong working knowledge of Routers, switches, VLANs, VPN, DHCP, TCP/IP.
• Strong working knowledge of various WIFI technologies and practices.
• Knowledge of Virtualization platforms; Hyper-V and VMWare a plus.
• Strong working knowledge of internet protocols and certificates (HTTPS, SSL/TLS, etc.).
• Experience with PowerShell Scripts.
• Experience writing user friendly Knowledge Base Articles and FAQ's.

🎓 Education Requirements

• One or more of the following certification preferred, CompTia A+, MCP, MCSE CNA, CCNA, Linux Certifications.
• Minimum High School degree. Information Technology College degree preferred
• Previous technical support/engineering/troubleshooting experience