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.
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.
Job Responsibilities
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
Numbers & Facts
Location
Allen, TX
Job Type
Contractor
Salary
$24 Per Hour
Year Founded
null
Qualifications
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:
Network+ ( a plus and preferred most)
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
Skills
NETWORKING
Network Connectivity
Skills
Communication Skillsunmatched
Customer Support/Serviceunmatched
Customer/Client Researchunmatched
Militaryunmatched
Process Improvementunmatched
Public Safetyunmatched
Technical Supportunmatched
Time Managementunmatched
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