Job Title: Technical Support Specialist
Location: 415 E. Exchange Parkway, Allen, TX 75002
Duration: 6 Months
 
Department Overview
This Technical Support Specialist II will be supporting our Vehicle Intelligence team providing technical support to ALPR (Automatic License Reader) Division.
 
Job Description

• The Technical Support Specialist II will be interacting with police and is responsible for diagnosing and resolving customer issues through phone, web, email, and direct customer interaction.
• They are also responsible for maintaining critical relationships developed by other departments throughout the problem/resolution cycle.
• Communicate outages notifications and ticket statuses to customers
• Additionally, they will communicate actively with the Product team and Engineering departments detailing specific customer issues.
• Answer Inbound and make Outbound Technical Support Calls (about 30 to 40 calls/day)
• Self-assign and take ownership of tickets from queue
• Accurately document product issues and convey workarounds and fixes to customers.
• Follow procedures for internal escalation of issues to the appropriate internal teams.
• Track and resolve issues
• Interface with Product team and Engineering on customer issues and comments
• Help Maintain online Knowledge Base
• Provide Technical Assistance to Regional Sales Managers daily
• Answer after hours calls from customers
• Customer Advocate

 
Experience and Skill Requirements

• 2–3+ years of experience in Technical Support and/or application support roles.
• Experience in a remote technical support environment is a plus.
• Foundational knowledge of ITIL is a plus.
• Extensive Hardware, Software and Networking troubleshooting.
• Strong working knowledge of Windows Server 2016, 2012, 2008; Windows 7, 8, 10.
• Strong working CLI experience with various Linux distributions (Ubuntu/CentOS preferred).
• Familiarity working with Azure Cloud and containers.
• Strong troubleshooting, problem-solving and analytical skills.
• Strong communication skills (verbal, written and presentation).
• Good time management skills with the ability to set priorities and meet deadlines.
• Strong working knowledge of Routers, switches, VLANs, VPN, DHCP, TCP/IP.
• Strong working knowledge of various WIFI technologies and practices.
• Knowledge of Virtualization platforms; Hyper-V and VMWare a plus.
• Strong working knowledge of internet protocols and certificates (HTTPS, SSL/TLS, etc.).
• Experience with PowerShell Scripts.
• Experience writing user friendly Knowledge Base Articles and FAQ’s.

 
Education Requirements

• One or more of the following certification preferred, CompTia A+, MCP, MCSE CNA, CCNA, Linux Certifications
• Minimum High School degree. Information Technology College degree preferred
• Previous technical support/engineering/troubleshooting experience

 
IMPORTANT — CJIS BACKGROUND CHECK
 

• Will have to pass a CJIS BG check upon being offered the assignment – Client will run this check – CJIS check goes back until the age of 17/18 years old.
• To pass a Criminal Justice Information Services (CJIS) background check, temp labor must undergo a fingerprint-based background check at the state level.

 
 
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $ 25.00/hr.