Knox Technical Support Specialist

Staffmark Group; Plano (TX); On-site; USD 32,000 - 46,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401k

Paid Time Off

Job summary

Staffmark Group in Plano, TX is seeking a Technical Support specialist to provide comprehensive hardware and software support for the Knox product suite. You will diagnose complex issues, manage cases end-to-end, and document interactions in the Knox console, while delivering multi-channel support via phone, web, email and ticketing systems.

The role emphasizes first-call resolution, strong communication, and collaboration with enterprise customers and internal teams to drive product

Qualifications

• High School diploma or equivalent.
• Associate Technical degree preferred with 2 years of technical support experience.
• Experience in a telecommunications environment, focusing on mobile device services and support (smartphones and tablets) is preferred.

Responsibilities

• Provide Hardware support for Windows PCs and Chromebooks.
• Diagnose and resolve complex technical issues using data, logs, and testing results.
• Deliver multi-channel support via telephony, web conferencing, email, and ticketing systems.
• Maintain end-to-end ownership of all assigned cases from initial contact to closure.
• Document customer interactions and issues within the Knox Technical Support console.
• Strive for first-call resolution to minimize customer effort and ensure timely follow-ups on all inquiries.
• Communicate bug fixes, feature updates, and general product updates to customers.
• Serve as the interface between enterprise customers and internal technical teams.
• Route complex problems to Level 3 advanced support per procedures.
• Report hardware, application, or documentation enhancement requests to stakeholders.
• Provide support for Knox products: Android Enterprise, Knox Asset Intelligence, Knox Authentication Manager, Knox Capture, Knox Configure, Knox E-FOTA One, Knox Guard, Knox Manage, Knox Mobile Enrollment, Knox Platform for Enterprise, Knox Remote Support, Knox Service Plugin

Skills

AI principles

Big data analytics

RPA applications

Education

High School diploma

Associate Technical degree

Job description

Staffmark Group in Plano, TX is seeking a Technical Support specialist to provide comprehensive hardware and software support for the Knox product suite. You will diagnose complex issues, manage cases end-to-end, and document interactions in the Knox console, while delivering multi-channel support via phone, web, email and ticketing systems.

The role emphasizes first-call resolution, strong communication, and collaboration with enterprise customers and internal teams to drive product