Job Title :

Technical Support Specialist II Duration :

6 months, possible 3 to 6 month extension

Location :

Allen, TX 75002

Pay Rate :

$22-25/hr.

Work Mode :

Onsite, Mon-Fri, hours can range from 6 AM to 6

PM Interview Process :

2 Interviews (Onsite and Virtual) We welcome candidates with all U.S. work authorization types, provided they are legally authorized to work in the United States. 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 Motorola Solutions 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 Enterprise Solutions Inc. is committed to fostering an inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by applicable law. #SM1

Pay:

$22.00 - $25.00 per hour Expected hours: 40.0 per week Application Question(s): In terms of troubleshooting, what is ping and why is it useful? A company calls stating that they are unable to view their internal website. What steps would you take to remotely diagnose this scenario?

Work Location:

In person