Technical Support Specialist

Job Responsibilities:

• 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.
• 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 7am to 4pm CST.
• Hour of operations are 7am to 6pm, shift will be based on business need. 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
• Work Environment 24/7 operations including shift work and weekends
• Self starter who manages priorities with minimal supervision

Skills:

• Experience in a remote technical support environment
• 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
• Network+
• 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

Education/Experience:

• HSD