What are the responsibilities and job description for the Technical Support Specialist position at ALOIS Solutions?
Position: Technical Support Specialist II
Location: Allen, TX (Onsite)
Work Schedule: Mon–Fri, hours can range from 7 AM to 6 PM
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 outage 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 the 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 the Product team and Engineering on customer issues and comments.
- Help maintain the online Knowledge Base.
- 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.
- Strong troubleshooting, problem-solving and analytical skills.
- 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.
- An Information Technology College degree is preferred.
- Previous technical support/engineering/troubleshooting experience.