Position Description:

Industry:

Technology Job Title:

Technical Support Specialist Duration:

6+ Months (Possibility of extension)

Location:

Allen, TX 75002

Shift:

6 AM to 6 PM Mon -

Fri Job Summary:

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 Key Responsibilities:

Answer inbound and make outbound technical support calls (30-40 calls/day) Self‐assign and take full ownership of support tickets Diagnose and resolve hardware/software/network issues Document product issues, workarounds, and fixes Communicate outage notifications and ticket status updates to customers Follow internal escalation procedures Interface with Tier II support as needed Help maintain the online Knowledge Base Provide technical assistance to Regional Sales Managers Participate in after‐hours support rotation Act as a

Customer Advocate Experience 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 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 & Certifications 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

Certifications:

Linux Windows OS experience and certification

CCNA MCSE

CompTIA (Data Network) NIT01

Pay:

$25.00 - $27.00 per hour

Work Location:

In person