Technical Support Engineer

Job Title: ALPR Technical Engineer

MUST be a US citizen due to government contracts

Assignment Duration: 6 months (Temp to Hire), Pay rate: $30/h on w2

Work Schedule: 8:00 AM to 4:30 PM, Monday to Friday

Position Overview

This role focuses on providing exceptional technical support for ALPR (Automatic License Plate Recognition) systems. Responsibilities include troubleshooting, installing, and repairing both hardware and proprietary software, while delivering outstanding customer service to internal and external users. The role involves handling complex issues via phone and email, ensuring timely and accurate issue resolution, and maintaining detailed documentation in a ticketing system.

Key Responsibilities

• Troubleshoot and install proprietary software and hardware such as laptops, servers, and IP/LPR camera systems via remote access.
• Provide professional and courteous support over phone and email.
• Handle support queue and chat escalations, ensuring timely and accurate issue resolution.
• Test and configure systems to ensure operational functionality.
• Adjust and fine-tune hardware/software as needed.
• Follow departmental processes and metrics for Technical Support II roles.
• Log all customer interactions and technical steps in the ticketing system.
• Train users on software, hardware, and system installation.
• Manage multiple priorities with strong time management skills.
• Escalate urgent issues appropriately.
• Demonstrate strong work ethic and commitment to customer satisfaction.

Qualifications

Must-Have:

• High School Diploma or equivalent
• 2 years of technical troubleshooting experience
• 2 years of customer service experience
• Ability to pass CJIS Background Check (for all 50 states)

Preferred:

• 2 years of networking experience
• Experience working in public safety environments

Technical Skills

• Service Now
• Google Suite
• Bomgar
• Windows OS

Nice-to-Have Skills:

• POE (Power Over Ethernet)
• Linux
• NetCloud
• Cellular Network Configuration