Technical Support Specialist

SGS Consulting; Allen (TX); On-site; USD 45,000 - 65,000; Full time

Job summary

SGS Consulting seeks a Technical Support Specialist II in Allen, TX to diagnose and resolve customer issues via phone, web, email and direct contact. You will communicate outages, work with Product/Engineering, and support regional sales daily. Expect 30–40 calls daily and ownership of tickets from queue.

Ideal candidates have 2–3+ years in technical support, strong troubleshooting, and familiarity with Windows Server, Linux, Azure and virtualization. ITIL knowledge is a plus.

Qualifications

• 2–3+ years of experience in Technical Support or application support.
• Experience in a remote technical support environment is a plus.
• Foundational ITIL knowledge 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 with Azure Cloud and containers.
• Familiarity with client technology and products is a plus.
• 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.

Responsibilities

• Interact with customers via phone, web, email, and direct interaction to diagnose and resolve issues.
• Maintain critical relationships developed by other departments throughout the problem/resolution cycle.
• Communicate outages notifications and ticket statuses to customers.
• Actively communicate with Product and Engineering detailing specific customer issues.
• Answer inbound and 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.
• Escalate issues to internal teams as needed.
• Track and resolve issues.
• Interface with Product and Engineering on customer issues and comments.
• Provide Technical Assistance to Regional Sales Managers daily.
• Answer after hours calls from customers.

Skills

Technical support

Remote support

ITIL knowledge

Networking troubleshooting

Windows Server

Linux CLI

Azure Cloud

Containers

Communication skills

Time management

Troubleshooting

Education

High School diploma or equivalent

IT-related college degree preferred

Certifications: CompTIA A+, MCP, MCSE, CNA, CCNA, Linux

Tools

PowerShell

Hyper-V

VMware

Azure Cloud

Linux CLI

Networking hardware knowledge

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


• Provide Technical Assistance to Regional Sales Managers daily


• Answer after hours calls from customers

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.


• Familiarity with client technology and products is a plus.


• 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 certifications preferred, CompTia A+, MCP, MCSE CNA, CCNA, Linux Certifications.


• Minimum High School degree. Information Technology College degree preferred


• Previous technical support/engineering/troubleshooting experience