Technical Support Specialist

Technical Support Technician II Department Overview 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. Role Summary As a Technical Support Technician II, you will perform both technical and administrative responsibilities supporting day to day operations and ensuring service excellence. Core Responsibilities 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 Required Knowledge and Skills Technical Expertise 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 Systems & Tools 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 PLEASE NOTE: 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. Professional Skills 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 Basic Requirements Security Clearance Ability to obtain and maintain required background clearance Must be able to obtain Criminal Justice Information Systems certification (CJIS) Education Associate level or equivalent technical education required Experience Minimum of 3 years of experience in a technical role Nice to Have Skills AI certification Industry Experience Required Candidates must have a technical background Notes 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. VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. #J-18808-Ljbffr VIVA