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Technical Support Specialist

Job

ALOIS Solutions

Plano, TX (In Person)

Full-Time

Posted 4 days ago (Updated 16 hours ago) • Actively hiring

Expires 7/21/2026

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Job Description

Technical Support Specialist at ALOIS Solutions Technical Support Specialist at ALOIS Solutions in Plano, Texas Posted in 1 day ago.
Type:
full-time
Job Description:
Job Details:
Title :
Technical Support Specialist Duration :
6 to 12 month contract (Possibility of extension)
Location :
Allen, TX Shift Hours:
7 AM - 6 PM (Monday to Friday)
Department Overview:
As a Technical Support Technician, you will join a team providing remote support to customers across the military, public safety, and mission-critical infrastructure sectors. You will act as a catalyst for high-quality, timely service while collaborating with engineering and product teams to drive improvements based on customer feedback. This position supports 24/7 operations; training is 2 months 7 am to 4pm CST. Hour of operations are 7 am to 6pm; shift will be based on business need.
Core Responsibilities:
Customer Support:
Serve as the primary point of contact via phone, email, and other communication channels. Respond to incidents in compliance with service level agreements. Manage sensitive customer interactions with transparency and professionalism.
Incident Management:
Escalate incidents that cannot be resolved within defined timelines. Track and drive issues through full resolution and restoration of service. Manage the end-to-end incident lifecycle including root cause identification.
Documentation & Knowledge Management:
Accurately document triage details and resolution steps. Utilize existing knowledge articles to resolve known issues. Create new knowledge articles for undocumented solutions.
Work Environment:
24/7 operations including shift work and weekends. Self-starter who manages priorities with minimal supervision.
Technical Expertise:
Experience in a remote technical support environment. Strong networking knowledge including protocols, infrastructure, and troubleshooting. Familiarity with WAN, LAN, routers, and firewalls. Knowledge of VoIP and IP telephony. RF Trunking and communication network knowledge.
Systems & Tools:
Working knowledge of Windows and Office or equivalent Familiarity with mobile radio technologies Understanding of information security best practices Foundational ITIL knowledge Certifications (Preferred): Network+ ( a plus and preferred most) A+ Security+ AI related certifications
Please Note:
AI tools are required use in the day to day work flow for all. The use of these tools is monitored. Anyone considered for this role must be willing and able to adapt to using AI.
Professional Skills:
Strong troubleshooting and analytical abilities. Excellent verbal, written, and presentation skills. High attention to detail. Ability to manage multiple tasks and priorities. Strong time management skills. Ability to work independently with minimal supervision.
Education:
Associate level or equivalent technical education required.
Experience:
Minimum of 3 years of experience in a technical role.