What are the responsibilities and job description for the Technical Support Specialist position at Kelly Science, Engineering, Technology & Telecom?
Job Title: Technical Support Specialist II (ALPR Technical Engineer)
Pay rate: $29 per hour
Duration: 6 months
W2 contract only (No C2C)
Location- Allen, TX
Training Location: Fort Worth, TX 76109 (first week)
Actual Work Location: Allen, TX 75002
Work Schedule: 6:00 AM to 2:30 PM
Position Overview:
The ALPR Technical Engineer provides exceptional customer service to new and existing clients, as well as internal teams, by independently troubleshooting, installing, repairing, and supporting software and hardware equipment such as laptops, servers, and LPR camera systems. This role requires handling incoming support calls for complex issues, identifying root causes, and providing resolutions. The goal is to ensure all installation, service, and support tasks are performed accurately, efficiently, and documented in detail within the ticketing system. The position is metrics-based and involves client interactions via phone and email.
Duties and Responsibilities:
- Remotely access customer systems to install or troubleshoot proprietary software and resolve hardware issues with laptops, servers, and IP cameras.
- Provide professional, courteous, and knowledgeable troubleshooting support via phone and email.
- Ensure timely and accurate setup and testing of systems for proper functionality.
- Offer phone support during regular business hours and on-call availability during off-hours.
- Monitor team chat sessions to assist and support other team members.
- Adjust systems, including software or hardware, to ensure functionality based on environmental needs.
- Follow departmental processes, procedures, and metrics for a Technical Support II Technician.
- Maintain detailed logs of customer issues, interactions, and troubleshooting steps in the ticketing system.
- Train customers on system usage, including software, hardware, and installation procedures.
- Manage multiple tasks effectively and demonstrate excellent time management skills.
- Assess issue severity and escalate problems appropriately and efficiently.
- Exhibit a strong work ethic and professionalism in all interactions.
Basic Requirements:
- Education: High School Diploma or equivalent.
- Experience: 2 years of technical troubleshooting experience and/or customer service experience.
- Must be able to obtain background clearance as required by government customers.
- 2 years of networking experience.
- 2 years of customer service experience.
Skills and Requirements:
- ServiceNow
- Google Suite
- Bomgar
- Windows Operating Systems
*** If this position may be interested to you, please email me back at somp767@kellyservices.com with your most up to date resume in word format) and advise the best time and number at which you can be reached****
Salary : $29
