Technical Support Technician

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+
• Security+
• AI related certifications

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

TRAINING :

Approx. 3 months before working independently