Job Title:

Technical Support Technician Location:

Allen, TX 75002 (Coverage between 7 AM and 6 PM)

Duration:

6 to 12 months Please note: Security Checks - CJIS is required during onboarding. Candidate may be required to pay $201.64 for the fingerprinting during onboarding and submit an expense for reimbursement.

Role Summary:

As a Technical Support Technician, you will perform both technical and administrative responsibilities supporting day-to-day operations and ensuring service excellence.

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 Operational Excellence
• Ensure support metrics and performance expectations are consistently met
• Maintain security and accuracy of operational data
• Stay current on systems, tools, and applications Collaboration
• Build strong relationships with internal and external stakeholders
• Collaborate across cross functional teams
• Actively participate in training and development Continuous Improvement
• Identify opportunities to improve workflows and support processes
• Champion adoption of next generation technologies including AI
• Maintain compliance with all corporate security, quality, and operational policies Work Environment
• 24/7 operations including shift work and weekends
• Self starter who manages priorities with minimal supervision

Required Knowledge and Skills:

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 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 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.