Technical Support Specialist

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

Technical Support Technician II

Department Overview

As a Technical Support Technician, you will join a team providing remote support to customers across the military, public safety, and mission critical infrastructure sectors. You will act as a catalyst for high quality, timely service while collaborating with engineering and product teams to drive improvements based on customer feedback.

We are seeking a high energy, forward thinking professional with strong technical expertise and the ability to communicate complex concepts to diverse audiences.

Role Summary

As a Technical Support Technician II, you will perform both technical and administrative responsibilities supporting day to day operations and ensuring service excellence.

Core Responsibilities

Customer Support

• Serve as the primary point of contact via phone, email, and other communication channels
• Respond to incidents in compliance with service level agreements
• Manage sensitive customer interactions with transparency and professionalism

Incident Management

• Escalate incidents that cannot be resolved within defined timelines
• Track and drive issues through full resolution and restoration of service
• Manage the end to end incident lifecycle including root cause identification

Documentation & Knowledge Management

• Accurately document triage details and resolution steps
• Utilize existing knowledge articles to resolve known issues
• Create new knowledge articles for undocumented solutions

Operational Excellence

• Ensure support metrics and performance expectations are consistently met
• Maintain security and accuracy of operational data
• Stay current on systems, tools, and applications

Collaboration

• Build strong relationships with internal and external stakeholders
• Collaborate across cross functional teams
• Actively participate in training and development

Continuous Improvement

• Identify opportunities to improve workflows and support processes
• Champion adoption of next generation technologies including AI
• Maintain compliance with all corporate security, quality, and operational policies

Work Environment

24/7 operations including shift work and weekends
Self starter who manages priorities with minimal supervision

Required Knowledge and Skills

Technical Expertise

• Experience in a remote technical support environment
• Strong networking knowledge including protocols, infrastructure, and troubleshooting
• Familiarity with WAN, LAN, routers, and firewalls
• Knowledge of VoIP and IP telephony
• RF trunking and communication network knowledge

Systems & Tools

• Working knowledge of Windows and Office or equivalent
• Familiarity with mobile radio technologies
• Understanding of information security best practices
• Foundational ITIL knowledge

Certifications (Preferred)

• Network+ ( a plus and preferred most)
• A+
• Security+
• AI related certifications

PLEASE NOTE: AI tools are required use in the day to day work flow for all. The use of these tools is monitored. Anyone considered for this role must be willing and able to adapt to using AI.

Professional Skills

• Strong troubleshooting and analytical abilities
• Excellent verbal, written, and presentation skills
• High attention to detail
• Ability to manage multiple tasks and priorities
• Strong time management skills
• Ability to work independently with minimal supervision

Basic Requirements

Security Clearance

• Ability to obtain and maintain required background clearance
• Must be able to obtain Criminal Justice Information Systems certification (CJIS)

Education

• Associate level or equivalent technical education required

Experience

• Minimum of 3 years of experience in a technical role

Nice to Have Skills

• AI certification

Industry Experience

Required

Candidates must have a technical background

Notes

This position supports 24/7 operations, training is 2 months 7am to 4pm CST.

Hour of operations are 7am to 6pm, shift will be based on business need.

VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.