Technical Support Technician

To support day-to-day operations, the contract Technical Support Technician will provide remote assistance to customers in military, public safety, and mission-critical sectors, ensuring service excellence while managing incident lifecycles and collaborating with cross-functional teams. Key responsibilities Serve as the primary point of contact for customer support via various communication channels, adhering to service level agreements Manage the end-to-end incident lifecycle, including escalation and resolution of technical issues Document triage details and create knowledge articles to improve operational efficiency and support processes Required qualifications Associate level or equivalent technical education Minimum of 3 years of experience in a technical role, preferably in a remote support environment Strong networking knowledge, including protocols, infrastructure, and troubleshooting Familiarity with Windows, Office, VoIP, and mobile radio technologies Certifications such as Network+, A+, or Security+ are preferred