Job Role: Technical Support Specialist II Location: Allen, TX (Onsite) Duration: 6 Months (Temp to Hire)
Work Schedule: 12 pm (noon) to 8:30 pm
Note:
Must be able to pass a CJIS Background Check for all 50 states. Work experience in a public safety environment is desired.
The position requires that the first week of training be on-site at the Fort Worth, TX, location.
Job Description: This position provides excellent customer service to new, existing, and internal customers by independently troubleshooting, installing, repairing, and supporting customers on software and hardware equipment such as laptops, servers, and LPR camera systems.
The technician will take incoming calls from the support queue related to complex issues. Once the underlying problem is identified, the specialist can begin sorting through the possible solutions available. Your objective is to make sure every client is happy with our services and that all installation, service, and support are completed properly, timely, and with detailed documentation in the ticketing systems. This metrics-based support position interacts with our customers via phone and/or E-mail.
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
2+ years of Networking Experience Must Have
2+ years of customer service experience Must Have
Required Skills:
Service Now
Google Suite
Bomgar
Windows
Nice to Have:
Cellular Network Configuration
POE (Power Over Ethernet)
NetCloud
Linux
Job Responsibilities:
Provide courteous and knowledgeable troubleshooting support over the phone and via email.
Maintain a log of customer issues, interactions, and troubleshooting steps in the department ticketing system
Follow the department process, procedure, and metrics for a technical support II technician
With remote access to customer systems, Install or troubleshoot the company’s proprietary Software and identify the problematic root cause on hardware equipment such as laptops, servers, and IP cameras.
Provide courteous and knowledgeable troubleshooting support over the phone and via email.
Ensure timely and accurate setup 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 customer issues, interactions, and troubleshooting steps in the department ticketing system
Train customers on the 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
About Us: Established in 2004, SPECTRAFORCE® is one of the largest and fastest-growing diversity-owned staffing firms in the US. The growth of our company is a direct result of our global client service delivery model that is powered by our state-of-the-art A.I. proprietary talent acquisition platform, robust ISO 9001:2015/ISO 27001 certified processes, and strong and passionate client engaged teams. We have built our business by providing talent and project-based solutions, including Contingent, Permanent, and Statement of Work (SOW) services to over 140 clients in the US, Canada, Puerto Rico, Costa Rica, and India. Key industries that we service include Technology, Financial Services, Life Sciences, Healthcare, Telecom, Retail, Utilities and Transportation. SPECTRAFORCE is built on a concept of “human connection,” defined by our branding attitude of NEWJOBPHORIA®, which is the excitement of bringing joy and freedom to the work lifestyle so our people and clients can reach their highest potential. Learn more at: http://www.spectraforce.com
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: $25.00/hr.
