Technical Support Specialist

Description:

• 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, 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.
• 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

Qualifications:

• Education: Associate level or equivalent technical education required
• Minimum of 3 years of experience in a technical role
• 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
• Certifications (Preferred): 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
• Must be able to obtain Criminal Justice Information Systems certification (CJIS)
• Self starter who manages priorities with minimal supervision
• 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.

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 enrollment date that is at least 30 days after employment begins. Enrollment dates are each January 1st, April 1st, July 1st, and October 1st.

Technical Certification Bonus: Synectics is pleased to award its employees a bonus of up to $500 for an approved professional certification. In determining the bonus amount, Synectics will consider the cost of the test(s) for any certification relating to your current position, achieved during your employment with us. Only one Certification Bonus per calendar year may be awarded per employee. Only current, active employees will be eligible to receive this bonus. It will be awarded 90 days after the Synectics office has received documentation confirming the successful completion of the certification.

Synectics is an equal opportunity employer.