Technical Support Technician

Job Description

Job Description

Description:

• 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.

• 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

• 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.

• 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.

Qualifications:

• Must have a technical background

• Associate level or equivalent technical education required

• Minimum of 3 years of experience in a technical role

• 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.

• 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

• 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

• 24/7 operations including shift work and weekends

• Self starter who manages priorities with minimal supervision

• Certifications (Preferred):

  • Network+ ( a plus and preferred most)

  • A+

  • Security+

  • AI related certifications

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.

Synectics is a leading staffing and workforce solutions company dedicated to connecting exceptional talent with top organizations. We specialize in IT, engineering, finance, healthcare, and professional services recruitment, offering both contract and permanent staffing solutions. With a people-first approach, we focus on understanding the unique needs of our clients and candidates to create long-term, successful matches. Our mission is to empower businesses with the right talent while helping professionals achieve rewarding career opportunities

Company Description

Synectics is a leading staffing and workforce solutions company dedicated to connecting exceptional talent with top organizations. We specialize in IT, engineering, finance, healthcare, and professional services recruitment, offering both contract and permanent staffing solutions. With a people-first approach, we focus on understanding the unique needs of our clients and candidates to create long-term, successful matches. Our mission is to empower businesses with the right talent while helping professionals achieve rewarding career opportunities