Network Technical Support

Job Description:Department OverviewAs 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.We are seeking a high-energy, forward thinking professional with strong technical expertise and the ability to communicate complex concepts to diverse audiences.This position supports 24/7 operations; training is 2 months 7 am to 4 pm CST.Hours of operations are 7am to 6pm, shift will be based on business need.Role SummaryAs a Technical Support Technician II, you will perform both technical and administrative responsibilities supporting day-to-day operations and ensuring service excellence.Core ResponsibilitiesCustomer Support Serve as the primary point of contact via phone, email, and other communication channelsRespond to incidents in compliance with service level agreementsManage sensitive customer interactions with transparency and professionalismIncident Management Escalate incidents that cannot be resolved within defined timelinesTrack and drive issues through full resolution and restoration of serviceManage the end to end incident lifecycle including root cause identificationDocumentation & Knowledge Management Accurately document triage details and resolution stepsUtilize existing knowledge articles to resolve known issuesCreate new knowledge articles for undocumented solutionsOperational Excellence Ensure support metrics and performance expectations are consistently metMaintain security and accuracy of operational dataStay current on systems, tools, and applicationsCollaboration Build strong relationships with internal and external stakeholdersCollaborate across cross functional teamsActively participate in training and developmentContinuous Improvement Identify opportunities to improve workflows and support processesChampion adoption of next generation technologies including AIMaintain compliance with all corporate security, quality, and operational policiesWork Environment: 24/7 operations including shift work and weekendsSelf starter who manages priorities with minimal supervisionRequired Knowledge and Skills:Technical Expertise: Experience in a remote technical support environmentStrong networking knowledge including protocols, infrastructure, and troubleshootingFamiliarity with WAN, LAN, routers, and firewallsKnowledge of VoIP and IP telephonyRF trunking and communication network knowledgeSystems & Tools: Working knowledge of Windows and Office or equivalentFamiliarity with mobile radio technologiesUnderstanding of information security best practicesFoundational ITIL knowledgeCertifications (Preferred):Network+ ( a plus and preferred most)A+Security+AI related certificationsPlease 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 abilitiesExcellent verbal, written, and presentation skillsHigh attention to detailAbility to manage multiple tasks and prioritiesStrong time management skillsAbility to work independently with minimal supervisionEducation: Associate level or equivalent technical education requiredExperience:Minimum of 3 years of experience in a technical roleWe are an equal opportunity employer. It is our policy to provide employment, compensation, and other benefits related to employment without regard to race, color, religion, sex, gender, national or ethnic origin, disability, veteran status, age, genetic information, citizenship, or any other basis prohibited by applicable federal, state, or local law.