Technical Support Specialist

Technical Support Specialist

Seeking a Technical Support Specialist to act as a catalyst for high quality, timely service while collaborating with engineering and product teams to drive improvements based on customer feedback.

As a Technical Support Technician, you will join a team providing remote support to customers across the military, public safety, and mission critical infrastructure sectors.

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.

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

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

24/7 operations including shift work and weekends

Hour of operations are 7am to 6pm, shift will be based on business need.

Qualifications:

Associate level or equivalent technical education required

Minimum of 3 years of experience in a technical role

Experience in a remote technical support environment

Self starter who manages priorities with minimal supervision

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

Working knowledge of Windows and Office or equivalent

Familiarity with mobile radio technologies

Understanding of information security best practices

Foundational ITIL knowledge

Certifications (Preferred): Network+ ( a plus and preferred most); A+; Security+; AI related certifications

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

Must be able to obtain Criminal Justice Information Systems certification (CJIS)

A proactive, driven professional who thrives in fast paced, mission critical environments and is committed to delivering exceptional customer support while continuously improving systems, processes, and technology adoption.

Candidates must have a technical background

Benefits:

Healthcare Insurance: Synectics offers eligible employees and their dependents healthcare coverage through BlueCross BlueShield of Illinois. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full time employment with Synectics. Premiums are subsidized by Synectics.

Dental Insurance: Synectics offers eligible employees and their dependents a dental plan through MetLife. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full time employment with Synectics.

Vision Insurance: Synectics offers eligible employees vision insurance through VSP. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full time employment with Synectics.

401(k) Plan: The Synectics Inc. Investment Savings Retirement Plan. Synectics offers all employees who are 21 years of age or older the opportunity to invest in the 401(k) Plan on the first of the month following at least 1 calendar year after employment begins.

Synectics is an equal opportunity employer.