Technical Support Specialist

Job Title: Technical Support Specialist

Duration: 6 Months Contract with possibilities of extensions

Location: Allen, TX 75002

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