Technical Support

Job Title: Technical Support - Knox Location: Plano, TX Pay Rate: 28.23hr Staffmark Workforce Solutions offers this exciting contract opportunity with a global leader in electronics, mobile devices and appliances located in Plano, TX. Technical Support - Knox Top Skills Knowledgeable background in Artificial Intelligence principles and practical implementations Understanding of big data analytics and visualization tools Prior experience working with Robotic Process Automation (RPA) applications Position Description Provide comprehensive technical support for IT and mobile products, specializing in the Knox product suite. Responsibilities Provide Hardware support for Windows PCs and Chromebooks. Diagnose and resolve complex technical issues by independently identifying, troubleshooting, replicating, and analyzing root causes using data, logs, and testing results. Deliver multi-channel support via inbound/outbound telephony, web conferencing, email, and ticketing systems. Maintain end-to-end ownership of all assigned cases, ensuring a seamless resolution process from initial contact to closure. Ensure meticulous documentation by logging and tracking all customer interactions and technical issues within the Knox Technical Support console. Drive operational efficiency by striving for first-call resolution (FCR) to minimize customer effort and ensure timely follow-ups on all pending inquiries. Manage customer experiences with professional composure, particularly when resolving inquiries from dissatisfied clients to ensure a positive outcome. Act as a primary communication link, informing customers directly regarding bug fixes, new feature enhancements, and general product updates. Serve as the primary interface between enterprise customers and internal technical teams. Execute escalation protocols by routing complex technical problems to Level 3 (L3) advanced support teams according to defined procedures. Contribute to product improvement by reporting hardware, application, or documentation enhancement requests to the relevant internal stakeholders. Provide technical support and troubleshooting for the following Knox Products: Android Enterprise Knox Asset Intelligence Knox Authentication Manager Knox Capture Knox Configure Knox E-FOTA One Knox Guard Knox Manage Knox Mobile Enrollment Knox Platform for Enterprise Knox Remote Support Knox Service Plugin Requirements High School diploma. Associate Technical degree preferred with 2 year of technical support experience is required. Prior experience in a telecommunications environment, with specific focus on mobile device services and support (smartphones and tablets) is preferred. Necessary Skills / Attributes Knowledge and experience with MDMs/EMMs is preferred (Knox Manage, SOTI, Blackberry, AirWatch, MobileIron, MaaS360, or MS Intune) Understanding of mail platforms, mail server administration, and transport protocols (POP/IMAP/SMTP/ActiveSync/Exchange/O365). Understanding of mobile platforms, device manufacturers, mobile browsers, and device management. Understanding of basic enterprise server administration (Windows/AD/LDAP/DNS/DC). Understanding of basic network functions, standards, and protocols (TCP/IP/WiFi/VPN/LAN/WAN). Understanding of emerging technologies, standards, and best practices for mobile development. Thorough knowledge and experience in different mobile development platforms including (Blackberry, iOS, Android, et al). Strong analytical, problem solving, and technical skills with a high attention to detail and the ability to understand complex workflow systems. Understanding of processes and methods to troubleshoot customer issues and drive timely resolution of issues. Understanding of basic mobile email message flow. Must be comfortable working in stressful situations and navigating the organization effectively. Strong written, verbal and written communication skills. Staffmark talent working with this client receive competitive compensation and a great benefits package including medical, dental, vision, 401K and Paid Time Off plus more! Benefits Include: Medical Dental Vision 401k Paid Time Off, + more! About Us At Staffmark, we connect hardworking people with great companies, creating opportunities that make a lasting impact. Staffmark is an equal opportunity employer. Allapplicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other legally protected status. 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