Technical Support Specialist

US citizens, Green Card Holders, and those authorized to work in the US are encouraged to apply. We are unable to sponsor H1b candidates at this time

Job Title: Technical Support Specialist II

Location: Plano, TX - Onsite

Duration: 6 Months - Contract to hire

Job Description:

• With remote access to customer systems, Install or troubleshoot the company’s proprietary Software, and identify the problematic root cause on hardware equipment such as laptops, servers, and IP cameras.

• Provide courteous and knowledgeable troubleshooting support over the phone and via email.

• Ensure timely and accurate setup of all systems.

• Phone Support during regular business hours and on-call availability during off hours.

• Monitor Chat sessions to assist other team members.

• Test systems to ensure they are working correctly.

• May be required to adjust systems, including software or hardware, to make equipment functional depending upon the environment.

• Follow the department process, procedure, and metrics for a technical support II technician

• Maintain a log of customer issues, interactions, and troubleshooting steps in the department ticketing system

• Train customers on the use of systems including software, hardware, and installation.

• Multi-task and have excellent time management skills

• Understand the severity of an issue and escalate issues efficiently and appropriately.

• Demonstrated strong work ethic

Basic Requirements:

• High School Diploma or equivalent and 2 years of Technical Troubleshooting experience and/or 2 years of customer service experience

• Must be able to obtain background clearance as required by government customers

• 2 years of Networking Experience Preferred

• 2 years of customer service experience Preferred

Skills/Requirements

• Service Now

• Google Suite

• Bomgar

• Windows

A reasonable, good faith estimate of the minimum and maximum for this position is $25/Hr to $29/Hr with Limited benefits