Technical Support Specialist

Rang Technologies Inc; Allen (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

Rang Technologies Inc. is seeking a Technical Support Specialist II to diagnose and resolve customer issues via phone, web, email and direct interaction with police customers.

You will manage ticket queues, document issues and provide workarounds, while maintaining critical relationships across multiple teams. The role requires hands-on troubleshooting of Windows Server, Linux CLI, networking, virtualization, and cloud technologies, with strong communication skills and a customer-first mindset.

Qualifications

• 2–3+ years in technical support or application support roles.
• Experience in a remote technical support environment is a plus.
• Foundational ITIL knowledge is a plus.
• Extensive hardware, software and networking troubleshooting.
• Strong knowledge of Windows Server and Linux CLI.

Responsibilities

• Diagnose and resolve customer issues via phone, web, email and direct interaction.
• Maintain critical relationships across departments during problem resolution.
• Communicate outages and ticket statuses to customers.
• Collaborate with Product and Engineering on customer issues.
• Handle inbound/outbound calls and own tickets from queue.
• Document issues and convey workarounds and fixes clearly.
• Escalate issues per internal procedures and track resolutions.
• Contribute to online Knowledge Base and assist regional sales teams.
• Handle after-hours calls and act as customer advocate.

Skills

Troubleshooting

Problem solving

Analytical skills

Communication skills

Time management

Education

CompTia A+

CCNA

Linux certifications

MCSE

MCP

CNA

Tools

PowerShell

Azure Cloud

Containers

Hyper-V

VMware

Job description

• The Technical Support Specialist II will be interacting with police and is responsible for diagnosing and resolving customer issues through phone, web, email, and direct customer interaction.
• They are also responsible for maintaining critical relationships developed by other departments throughout the problem/resolution cycle.
• Communicate outages notifications and ticket statuses to customers
• Additionally, they will communicate actively with the Product team and Engineering departments detailing specific customer issues.
• Answer Inbound and make Outbound Technical Support Calls (about 30 to 40 calls/day)
• Self-assign and take ownership of tickets from queue
• Accurately document product issues and convey workarounds and fixes to customers.
• Follow procedures for internal escalation of issues to the appropriate internal teams.
• Track and resolve issues
• Interface with Product team and Engineering on customer issues and comments
• Help Maintain online Knowledge Base
• Provide Technical Assistance to Regional Sales Managers daily
• Answer after hours calls from customers
• Customer Advocate

Experience and Skill Requirements

• 2–3+ years of experience in Technical Support and/or application support roles.
• Experience in a remote technical support environment is a plus.
• Foundational knowledge of ITIL is a plus.
• Extensive Hardware, Software and Networking troubleshooting.
• Strong working knowledge of Windows Server 2016, 2012, 2008; Windows 7, 8, 10.
• Strong working CLI experience with various Linux distributions (Ubuntu/CentOS preferred).
• Familiarity working with Azure Cloud and containers.
• Strong troubleshooting, problem-solving and analytical skills.
• Strong communication skills (verbal, written and presentation).
• Good time management skills with the ability to set priorities and meet deadlines.
• Strong working knowledge of Routers, switches, VLANs, VPN, DHCP, TCP/IP.
• Strong working knowledge of various WIFI technologies and practices.
• Knowledge of Virtualization platforms; Hyper-V and VMWare a plus.
• Strong working knowledge of internet protocols and certificates (HTTPS, SSL/TLS, etc.).
• Experience with PowerShell Scripts.
• Experience writing user friendly Knowledge Base Articles and FAQ’s.

Education Requirements:

• One or more of the following certification preferred, CompTia A+, MCP, MCSE CNA, CCNA, Linux Certifications.
• Minimum High School degree. Information Technology College degree preferred
• Previous technical support/engineering/troubleshooting experience

We are an equal opportunity employer. It is our policy to provide employment, compensation, and other benefits related to employment without regard to race, color, religion, sex, gender, national or ethnic origin, disability, veteran status, age, genetic information, citizenship, or any other basis prohibited by applicable federal, state or local law.