Technical Support

Staffmark Group; Plano (TX); Presencial; USD 32.000 - 46.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical

Dental

Vision

401k

Paid Time Off

Descripción de la vacante

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

Formación

• 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.

Responsabilidades

• 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

Conocimientos

AI principles

Big data analytics

RPA applications

Educación

High School diploma

Associate Technical degree

Descripción del empleo

Job Title: Technical Support - Knox

Location: Plano, TX

Pay Rate: 28.23hr

Staffmark Workforce Solutions offers this exciting contract opportunity with a global leader in electronics, mobile devices and appliances located in Plano, TX.

Technical Support - Knox

Top Skills

• Knowledgeable background in Artificial Intelligence principles and practical implementations
• Understanding of big data analytics and visualization tools
• Prior experience working with Robotic Process Automation (RPA) applications

Position Description

Provide comprehensive technical support for IT and mobile products, specializing in the Knox product suite.

Responsibilities

Provide Hardware support for Windows PCs and Chromebooks.

Diagnose and resolve complex technical issues by independently identifying, troubleshooting, replicating, and analyzing root causes using data, logs, and testing results.

Deliver multi-channel support via inbound/outbound telephony, web conferencing, email, and ticketing systems.

Maintain end-to-end ownership of all assigned cases, ensuring a seamless resolution process from initial contact to closure.

Ensure meticulous documentation by logging and tracking all customer interactions and technical issues within the Knox Technical Support console.

Drive operational efficiency by striving for first-call resolution (FCR) to minimize customer effort and ensure timely follow-ups on all pending inquiries.

Manage customer experiences with professional composure, particularly when resolving inquiries from dissatisfied clients to ensure a positive outcome.

Act as a primary communication link, informing customers directly regarding bug fixes, new feature enhancements, and general product updates.

Serve as the primary interface between enterprise customers and internal technical teams.

Execute escalation protocols by routing complex technical problems to Level 3 (L3) advanced support teams according to defined procedures.

Contribute to product improvement by reporting hardware, application, or documentation enhancement requests to the relevant internal stakeholders.

Provide technical support and troubleshooting for the following 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

Requirements

High School diploma. Associate Technical degree preferred with 2 year of technical support experience is required. Prior experience in a telecommunications environment, with specific focus on mobile device services and support (smartphones and tablets) is preferred.

Necessary Skills / Attributes

Knowledge and experience with MDMs/EMMs is preferred (Knox Manage, SOTI, Blackberry, AirWatch, MobileIron, MaaS360, or MS Intune)

Understanding of mail platforms, mail server administration, and transport protocols (POP/IMAP/SMTP/ActiveSync/Exchange/O365).

Understanding of mobile platforms, device manufacturers, mobile browsers, and device management.

Understanding of basic enterprise server administration (Windows/AD/LDAP/DNS/DC).

Understanding of basic network functions, standards, and protocols (TCP/IP/WiFi/VPN/LAN/WAN).

Understanding of emerging technologies, standards, and best practices for mobile development.

Thorough knowledge and experience in different mobile development platforms including (Blackberry, iOS, Android, et al).

Strong analytical, problem solving, and technical skills with a high attention to detail and the ability to understand complex workflow systems.

Understanding of processes and methods to troubleshoot customer issues and drive timely resolution of issues.

Understanding of basic mobile email message flow.

Must be comfortable working in stressful situations and navigating the organization effectively.

Strong written, verbal and written communication skills.

Staffmark talent working with this client receive competitive compensation and a great benefits package including medical, dental, vision, 401K and Paid Time Off plus more!

Benefits Include:

• Medical
• Dental
• Vision
• 401k
• Paid Time Off, + more!

About Us

At Staffmark, we connect hardworking people with great companies, creating opportunities that make a lasting impact.

Staffmark is an equal opportunity employer. Allapplicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other legally protected status. Staffmark offers reasonable accommodations for qualified individuals with disabilities; contact your local branch for inquiries. Staffmark is an E-Verify employer. See our Privacy Notice for Candidates and Employees/Contractors at https://smgroupna.com/privacy-notice-for-candidates-and-employees-contractors. By applying, you consent to receive AI-generated and non-AI-generated calls, texts, or emails from Staffmark Group, its affiliates, and partners. Frequency varies and message/data rates may apply. Reply STOP to cancel or HELP for help.