Technical Support Specialist

Technical Support Technician IIDepartment 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.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 SupportServe 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 ManagementEscalate 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 ManagementAccurately document triage details and resolution stepsUtilize existing knowledge articles to resolve known issuesCreate new knowledge articles for undocumented solutionsOperational ExcellenceEnsure support metrics and performance expectations are consistently metMaintain security and accuracy of operational dataStay current on systems, tools, and applicationsCollaborationBuild strong relationships with internal and external stakeholdersCollaborate across cross functional teamsActively participate in training and developmentContinuous ImprovementIdentify opportunities to improve workflows and support processesChampion adoption of next generation technologies including AIMaintain compliance with all corporate security, quality, and operational policiesWork Environment24/7 operations including shift work and weekendsSelf starter who manages priorities with minimal supervisionRequired Knowledge and SkillsTechnical ExpertiseExperience 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 & ToolsWorking 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 SkillsStrong 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 supervisionBasic RequirementsSecurity ClearanceAbility to obtain and maintain required background clearanceMust be able to obtain Criminal Justice Information Systems certification (CJIS)EducationAssociate level or equivalent technical education requiredExperienceMinimum of 3 years of experience in a technical roleNice to Have SkillsAI certificationIndustry ExperienceRequiredCandidates must have a technical backgroundNotesThis position supports 24/7 operations, training is 2 months 7am to 4pm CST.Hour of operations are 7am to 6pm, shift will be based on business need.VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.J-18808-Ljbffr VIVA USA Inc