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Technical Support Specialist Synectics Inc - 4.4 Allen, TX Job Details Contract $27 an hour 1 day ago Benefits Health insurance Dental insurance 401(k) Vision insurance Qualifications Knowledge management Azure Linux support Wireless networking Public Cloud Windows TLS Wi-Fi protocol High school diploma or GED Online articles VLAN Help files Hardware support Networking equipment (troubleshooting support) Customer service knowledge base Windows Server administration Online help documentation Linux administration Developing technical user guides PowerShell Shell Scripting Full Job Description Job Description This Technical Support Specialist II will be supporting our Vehicle Intelligence team providing technical support to ALPR (Automatic License Reader) Division. 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 Schedule:

Mon-Fri, hours can range from 6 AM to 6 PM Will work 8 hours/day, 40 hours/week 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 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. 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 Windows OS experience and certification

Benefits:

Healthcare Insurance:

Synectics offers eligible employees and their dependents healthcare coverage through BlueCross BlueShield of Illinois. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full time employment with Synectics. Premiums are subsidized by Synectics.

Dental Insurance:

Synectics offers eligible employees and their dependents a dental plan through MetLife. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full time employment with Synectics.

Vision Insurance:

Synectics offers eligible employees vision insurance through VSP. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full time employment with Synectics. 401(k)

Plan:

The Synectics Inc. Investment Savings Retirement Plan. Synectics offers all employees who are 21 years of age or older the opportunity to invest in the 401(k) Plan on the first of the month following at least 1 calendar year after employment begins. Synectics is an equal opportunity employer. #INDSYN