Technical Support Specialist II
Technical Support SpecialistPay: $25 - 27/HROnsiteJob DescriptionThe 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 customersAdditionally, 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 queueAccurately 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 issuesInterface with Product team and Engineering on customer issues and commentsHelp Maintain online Knowledge BaseProvide Technical Assistance to Regional Sales Managers dailyAnswer after hours calls from customersCustomer AdvocateExperience And Skill Requirements2-3+ 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 Client 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 RequirementsOne or more of the following certification preferred, CompTia A+, MCP, MCSE CNA, CCNA, Linux Certifications.Minimum High School Degree. Information Technology College Degree PreferredPrevious technical support/engineering/troubleshooting experienceBy applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at Privacy Policy