Technical Support Specialist

TECHNICAL SUPPORT SPECIALIST II

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CONTRACT

Location:

Allen, TX 75002 (Onsite)

Pay Rate:

$25-$27 per hour

Schedule:

Monday-Friday, 8 hours/day, 40 hours/week (shifts between 7:00 AM - 6:00 PM)

Duration:

6-month contract with possible 3-6 month extension; temp-to-hire based on performance and business need

IMPORTANT NOTE

This is a technical networking and application support role — not a desktop support position. Candidates must have hands-on experience with Linux, networking protocols, and remote troubleshooting environments.

ABOUT THE ROLE

We are seeking a Technical Support Specialist II to support a Vehicle Intelligence team focused on Automatic License Plate Recognition (ALPR) technology used by law enforcement agencies. In this role, you will serve as a frontline technical resource, diagnosing and resolving complex hardware, software, and networking issues via phone, email, and web-based tools while maintaining strong customer relationships throughout the resolution cycle.

KEY RESPONSIBILITIES

Handle 30-40 inbound and outbound technical support calls daily from law enforcement and agency customers Diagnose and resolve hardware, software, and network issues via phone, email, and ticketing systems Self-assign and take full ownership of tickets from queue through to resolution Accurately document product issues and communicate workarounds and fixes to customers Communicate outage notifications and ticket status updates to affected customers Escalate issues to Product and Engineering teams following defined internal procedures Coordinate with Product and Engineering teams to detail specific customer-reported issues Provide daily technical assistance to Regional Sales Managers Contribute to and maintain an online Knowledge Base with clear, user-friendly articles Answer after-hours calls on a rotating basis Act as a customer advocate throughout the problem-resolution lifecycle

REQUIRED QUALIFICATIONS

2-3+ years of experience in technical support or application support roles Extensive troubleshooting experience across hardware, software, and networking Strong working knowledge of Windows Server 2008, 2012, and 2016; Windows desktop OS 7, 8, and 10 Strong CLI proficiency with Linux distributions — Ubuntu and CentOS preferred Solid understanding of networking concepts: routers, switches, VLANs, VPN, DHCP, TCP/IP Strong knowledge of internet protocols and certificates (HTTPS, SSL/TLS) Experience with PowerShell scripting Experience writing user-friendly Knowledge Base articles and FAQs Strong verbal, written, and presentation communication skills Ability to manage time, prioritize tasks, and meet deadlines in a high-volume environment

PREFERRED QUALIFICATIONS

Experience in a remote technical support environment Familiarity with Azure Cloud and containerized environments Knowledge of virtualization platforms — Hyper-V and VMware Foundational knowledge of the ITIL framework Experience with various Wi-Fi technologies and best practices

EDUCATION

High school diploma required; Associate's or Bachelor's degree in Information Technology preferred Previous technical support, IT engineering, or troubleshooting experience required

PREFERRED CERTIFICATIONS

CompTIA A+, CompTIA Network+, CCNA, MCSE, MCP, Linux+, CNA Candidates holding relevant certifications may be considered for the higher end of the stated pay range. The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, long-term disability insurance, short-term disability insurance, paid parking/public transportation, paid time off, paid sick and safe time, hours of paid vacation time, weeks of paid parental leave, and paid holidays annually - as applicable.