Tech Support Specialist II — Enterprise Windows & Networking

i-PRO Americas Inc; Houston (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

i-PRO Americas Inc. seeks a Technical Support Specialist II to deliver high-quality technical assistance for video surveillance software and hardware. Responsibilities include handling calls and emails, escalating issues when needed, and documenting steps in tickets.

The role requires strong troubleshooting ability, experience with Windows environments, and collaboration within a supportive team. Knowledge sharing and customer-first service are emphasized.

Qualifications

• Bachelor’s degree or equivalent years of experience.
• 2-3 years of high-level technical support experience supporting enterprise level applications in a Windows environment.
• Excellent troubleshooting skills with world-class customer service attitude.
• Ability to independently recognize and resolve difficult technical/business issues across multiple orgs.

Responsibilities

• Take incoming calls and outbound calls to customers, and answer technical questions via email.
• Document step-by-step troubleshooting in Helpdesk Tickets after each interaction.
• Handle escalated calls from Level 1 Technical Support Representatives.
• Provide internal technical support through Microsoft Teams chat.
• Collaborate with team members and contribute to knowledge base articles.
• Reproduce and resolve software and/or hardware issues for customers.

Skills

Technical support

Customer service

Troubleshooting

Windows environment

Education

Bachelor’s degree or equivalent years of experience

Tools

Microsoft Teams

Helpdesk ticketing system

Job description

i-PRO Americas Inc. seeks a Technical Support Specialist II to deliver high-quality technical assistance for video surveillance software and hardware. Responsibilities include handling calls and emails, escalating issues when needed, and documenting steps in tickets.

The role requires strong troubleshooting ability, experience with Windows environments, and collaboration within a supportive team. Knowledge sharing and customer-first service are emphasized.