What are the responsibilities and job description for the Technical Support Technician II position at NLB Services?
Role:- Technical Support Technician II
Location:- Allen TX 75002 (Onsite)
Duration:- Contract
Job Description:
Role Summary
As a Technical Support Technician II, you will perform both technical and administrative responsibilities supporting day to day operations and ensuring service excellence.
Core Responsibilities
📞 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
Required Knowledge and Skills
🌐 Technical Expertise • 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
💻 Systems & Tools • Working knowledge of Windows and Office or equivalent
• Familiarity with mobile radio technologies
• Understanding of information security best practices
• Foundational ITIL knowledge
📜 Certifications (Preferred)
• Network
• A
• Security
• AI related certifications