Remote Technical Support Technician II

VIVA USA Inc; Allen (TX); Remote; USD 55,000 - 75,000; Full time

Job summary

VIVA USA Inc. seeks a Technical Support Technician II to provide day-to-day remote technical support across military, public safety, and critical infrastructure sectors. You will collaborate with engineering and product teams to improve services based on customer feedback.

The role requires strong networking, VoIP, and ITIL knowledge, with the ability to document triage steps and resolutions. Shift patterns include 24/7 operations and weekend coverage as needed.

Qualifications

• Experience in a remote technical support environment.
• Strong networking knowledge including WAN/LAN, routers and firewalls.
• Familiarity with VoIP and IP telephony.
• Foundational ITIL knowledge and security best practices.
• Ability to document issues and resolutions clearly.

Responsibilities

• Serve as the primary point of contact via phone, email, and other channels.
• Respond to incidents in line with SLAs.
• Escalate unresolved incidents to ensure timely restoration of service.

Skills

Remote support experience

Networking knowledge

WAN/LAN/routers/firewalls

VoIP/IP telephony

RF trunking

ITIL knowledge

Strong troubleshooting

Education

Associate degree or equivalent

Tools

Windows

Office

Mobile radio tech

Information security basics

CJIS security requirements

Job description

VIVA USA Inc. seeks a Technical Support Technician II to provide day-to-day remote technical support across military, public safety, and critical infrastructure sectors. You will collaborate with engineering and product teams to improve services based on customer feedback.

The role requires strong networking, VoIP, and ITIL knowledge, with the ability to document triage steps and resolutions. Shift patterns include 24/7 operations and weekend coverage as needed.