Technical Support Advisor - Spanish Speaking

JSI Telecom; Chantilly (VA); Hybrid; USD 95,000 - 160,000; Full time

Job summary

JSI Telecom is seeking a Technical Support Advisor to provide high-level end-user support across diverse platforms. You will diagnose and resolve technical issues, interact with customers, and maintain ticket records. The role requires strong troubleshooting skills, a customer-centric attitude, and the ability to work in a 24/7 environment.

Hybrid onsite/remote work is available; travel may be up to 30% CONUS/OCONUS. A Top-Secret clearance is required or must be obtainable.

Qualifications

• Positive customer-centric attitude with strong service ethic.
• Tech support experience and strong troubleshooting skills.
• Proficient in English with clear written and spoken communication.
• Security clearance requirements and ability to obtain Top-Secret clearance.

Responsibilities

• Deliver service and support to customer end-users via phone, remote access, or web.
• Interact with customers to provide information and resolve inquiries.
• Diagnose and resolve hardware and software issues across technologies.
• Follow SOPs to resolve issues, escalate when needed.
• Enter issues and fixes into ticket system and track progress.
• Maintain contact with customers and stay current with system updates.
• Travel up to 30% CONUS/OCONUS as required.

Skills

Positive attitude

Spanish proficiency

Customer service

Travel readiness

VMware

Microsoft Server 2019+

Linux

Active Directory

Powershell

Kubernetes

MSSQL

Cisco ASA

Layer 3 switches

DELL SAN

DELL Server Hardware

TCP

LAN

WAN

Subnetting

Phone etiquette

Email etiquette

Clear communication

Top-Secret clearance

Education

Bachelor of Science in Computer Information Systems/Computer Science

MCSE Server Infrastructure 2019+

Linux Certification

VMware Certification

Cisco Certification

A+ Certification

Networking+ Certification

Security+ Certification

Tools

VMware

Microsoft Server 2019+

Linux

Active Directory

Powershell

Kubernetes

MSSQL

Cisco ASA

Layer 3 switches

DELL SAN

DELL Server Hardware

Job description

JSI Overview
Founded in 1979, JSI is a privately held company headquartered in Ottawa, Canada, with offices in Washington, DC; Frankfurt; and Sydney. With customers in more than 30 countries across six continents, JSI’s software expands awareness, surfaces patterns, and simplifies data complexity to support mission‑critical operations. Known for innovation—from setting early standards in lawful digital intelligence to today’s multi‑source investigative environments—JSI has been protecting what matters for over 40 years.

JSI USA is pleased to announce that we are currently recruiting for the position of Technical Support Advisor. This is a mission critical position which is in direct contact with our world-wide customer base. We offer a relaxed, casual environment where you will enjoy a personal team atmosphere in which open communications and design discussions are encouraged. Our rewarding and stimulating environment have resulted in an outstanding employee retention rate, well above the industry standard.

PRIMARY DUTIES

• Deliver service and support to customer end-users using via call distribution phone, remote connection and/or over the Internet.
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
• Diagnose and resolve technical hardware and software issues involving a wide array of technologies
• Follow Standard Operating Procedures to resolve customer issues, both as first call resolutions and by working with other JSI groups when necessary.
• Escalate issues which cannot be resolved to management and to other JSI groups.
• Enter issues and fixes into the ticket monitoring system.
• Work issues and service requests as assigned.
• Maintain contact with customers as needed.
• Stay current with system information, changes and updates.
• Ability to travel CONUS and OCONUS up to 30% of the time

ESSENTIAL REQUIREMENTS

• Possess a positive customer-centric attitude.
• Professional Spanish language proficiency.
• Possess 2-5 years of experience with at least three of the following skillsets (listed in order of preference)
  • VMWare
  • Microsoft Server 2019+
  • Linux
  • Active Directory
  • Powershell
  • Kubernetes
  • MSSQL
  • Cisco ASA
  • Layer 3 switches (Dell, Cisco, HP)
  • DELL SAN
  • DELL Server Hardware [T and R Series]
• Network Administration;
  • TCP
  • LAN
  • WAN
  • Subnetting
• Proper phone and email etiquette.
• Ability to speak and write clearly and accurately.
• Effective listening skills.
• Ability to follow provided procedures.
• Knowledge of relevant software computer applications and equipment.
• Knowledge of customer service principles and practices.
• Solid Troubleshooting experience and fundamentals.
• Ability to work independently or with a group.
• Work on-call support on a rotation or as assigned.
• Work in a 24/7 environment and willing to work critical issues until resolved. which could be outside your normal hours.
• Ability to multitask and stay organized.
• Secret clearance required.
• Must be able to obtain and maintain a Top-Secret Security clearance

PREFERRED SKILLS

• Bachelor of Science in Computer Information Systems, Computer Science or a similar discipline
• Current Industry Certifications (such as):
  • MCSE Server Infrastructure 2019+
  • Linux
  • VMWare
  • CISCO
  • A+
  • Networking +
  • Security +

WORK CONDITIONS

• Hybrid (Onsite & Remote)

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, or status as a protected veteran.

The anticipated salary range for this position is $95,000 – $160,000 annually. Actual compensation will be determined based on a variety of factors, including, but not limited to, the seniority level (junior, intermediate or senior) at which the position is filled, education, relevant work experience, industry experience, technical skills, certifications, and internal equity.

The posted salary range reflects the Company's good faith estimate at the time of posting and may be modified as business needs or market conditions change. Additional compensation in the form of discretionary bonuses may be available.