Job Title: Technical Support Specialist
Location: Allen, TX (onsite)
Duration: 6 Months
 
Work Schedule: Mon- Fri hours can range from 7AM to 6PM but will work 8 hours a day 40 hours a week
 
Must have:

• 2+ years of Networking Experience
• 2+ years of customer service experience
• Linux
• Windows OS exp and certification - CCNA, MCSE, COMP TIA (Data network)
• Service Now
• Google Suite
• Bomgar
• Windows
• Must be able to pass on onsite Technical Assessment.

 Preferred Skills:

• Cellular Network Configuration
• POE (Power Over Ethernet)
• NetCould
• Linux
• Experience providing tech support for In car Dash and Body Camera and Evidence Management Software

 Job Description:

• This Technical Support Specialist II would be supporting our Mobile Video team providing tech support to In car Dash and Body Camera and Evidence Management Software Division.
• This position provides excellent customer service to new and existing customers and internal customers by independently troubleshooting, installing, repairing and supporting customers on software and hardware equipment.
• The Representative 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.
• The technician will be taking incoming calls from the support queue related to complex issues.
• Once the identification of the underlying problem is established, the specialist can begin sorting through the possible solutions available.
• Your objective is to ensure every client is happy with our services and to ensure that all aspects of installation, service and support are completed properly, timely, and with detailed documentation in the ticketing systems.
• This is a metrics based support position that interacts with our customers via phone and/or E-mail.

Duties and Responsibilities:

• With remote access to customer systems, Install or troubleshoot the company’s proprietary Software, identify the problematic root cause on hardware equipment such as In car Dash and Body Camera and Evidence Management Software.
• Provide courteous and knowledgeable troubleshooting support over the phone and via email.
• Ensure timely and accurate set up of all systems.
  Phone Support during regular business hours and on-call availability during off hours.
• Monitor Chat sessions to assist other team members.
• Test systems to ensure they are working correctly.
• May be required to adjust systems, including software or hardware, to make equipment functional depending upon the environment.
• Follow the department process, procedure, and metrics for a technical support II technician.
• Maintain a log of customers issues, interactions, and troubleshooting steps in the department ticketing system.
• Train customers on use of systems including software, hardware and installation.
• Multi-task and have excellent time management skills
  Understand the severity of an issue and escalate issues efficiently and appropriately.
• Demonstrated strong work ethic

?Basic Requirements:

• High School Diploma or equivalent and 2+ years of Technical Troubleshooting experience and/or 2+ years of customer service experience
• Must be able to obtain background clearance as required by government customers (CJIS).
• Will have to pass a CJIS BG check upon hire - 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, new hires must undergo a fingerprint-based background check at the state level.
• 2+ years of Networking Experience Preferred
• 2+ years of customer service experience

Skills/Requirements

• 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 writing PowerShell Scripts.
• One or more of the following certifications preferred, CompTIA A+, MCP, MCSE CNA, CCNA, Linux Certifications.
• Service Now
• Google Suite
• Bomgar
• Windows
• Must be able to pass a CJIS Background Check for all 50 states
  Work experience in a public safety environment desired

 

About Us: SPECTRAFORCE is one of the fastest-growing workforce solutions firms in the United States. As a diversity-owned business, we place human connection at the heart of everything we do, building strong relationships with both clients and candidates to fill roles successfully. Our teams in North and Central America and India serve more than 150 Fortune clients globally, leveraging custom AI technology to provide direct hire, executive search, nearshoring, offshoring, and project staffing solutions.
 
Benefits: SPECTRAFORCE offers ACA compliant health benefits as well as dental, vision, accident, critical illness, voluntary life, and hospital indemnity insurances to eligible employees. Additional benefits offered to eligible employees include commuter benefits, 401K plan with matching, and a referral bonus program. SPECTRAFORCE provides unpaid leave as well as paid sick leave when required by law.

Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at LOA@spectraforce.com if you require reasonable accommodation.
 
California Applicant Notice: SPECTRAFORCE is committed to complying with the California Privacy Rights Act (“CPRA”) effective January 1, 2023; and all data privacy laws in the jurisdictions in which it recruits and hires employees. A Notice to California Job Applicants Regarding the Collection of Personal Information can be located on our website. Applicants with disabilities may access this notice in an alternative format by contacting NAHR@spectraforce.com.
 
LA County, CA Applicant Notice: If you are selected for this position with SPECTRAFORCE, your offer is contingent upon the satisfactory completion of several requirements, including but not limited to, a criminal background check. We consider qualified applicants with arrest or conviction records for employment in accordance with all local ordinances and state laws, including the Los Angeles County Fair Chance Ordinance for Employers (FCO) and the California Fair Chance Act (FCA). The background check assessment will consider whether a criminal history could reasonably have a direct, adverse impact on the job-related safety, security, trust, regulatory compliance, or suitability for this role. Such findings may result in withdrawal of a conditional job offer. 


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: $26.00/hr.