Technical Support Specialist
Spectraforce
Allen, Texas
an hour ago
Job Description
Job Title: Technical Support Specialist
Location: Allen, TX ,75002
Duration: 6 to 12 months
Description:
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.
Summary:
As a Technical Support Technician II, you will perform both technical and administrative responsibilities supporting day to day operations and ensuring service excellence.
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
Work Environment
• 24/7 operations including shift work and weekends
• Self starter who manages priorities with minimal supervision
Required 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
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
Basic Requirements
Security Clearance
• Ability to obtain and maintain required background clearance
• Must be able to obtain Criminal Justice Information Systems certification (CJIS)
Education
• Associate level or equivalent technical education required
Experience
• Minimum of 3 years of experience in a technical role
Certifications (Preferred)
• Network+ ( a plus and preferred most)
• A+
• Security+
• AI related certifications
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: $ 22.00/hr.
Location: Allen, TX ,75002
Duration: 6 to 12 months
Description:
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.
Summary:
As a Technical Support Technician II, you will perform both technical and administrative responsibilities supporting day to day operations and ensuring service excellence.
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
Work Environment
• 24/7 operations including shift work and weekends
• Self starter who manages priorities with minimal supervision
Required 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
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
Basic Requirements
Security Clearance
• Ability to obtain and maintain required background clearance
• Must be able to obtain Criminal Justice Information Systems certification (CJIS)
Education
• Associate level or equivalent technical education required
Experience
• Minimum of 3 years of experience in a technical role
Certifications (Preferred)
• Network+ ( a plus and preferred most)
• A+
• Security+
• AI related certifications
Applicant Notices & Disclaimers
- For information on benefits, equal opportunity employment, and location-specific applicant notices, click here
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: $ 22.00/hr.