Technical Support Specialist

SGS Consulting; Allen (TX); Sur place; USD 52 000 - 78 000; Plein temps

Résumé du poste

SGS Consulting is seeking a Technical Support Technician II to support day-to-day operations and ensure service excellence in Allen, TX. The role involves handling customer inquiries, incident response, and collaboration with cross-functional teams to restore services quickly.

You will document triage steps, leverage knowledge articles, and contribute to knowledge base creation while staying current on systems and security practices. 24/7 shift work included.

Qualifications

• Minimum 3 years of experience in a technical role.
• Experience in a remote technical support environment.
• Strong networking knowledge including troubleshooting.
• Familiarity with WAN, LAN, routers, and firewalls.
• Knowledge of VoIP and IP telephony.

Responsabilités

• Serve as the primary point of contact via phone, email, and other communication channels.
• Respond to incidents in compliance with service level agreements.
• Escalate incidents that cannot be resolved within defined timelines.
• Track and drive issues through full resolution and restoration of service.
• Maintain security and accuracy of operational data.
• Stay current on systems, tools, and applications.
• Collaborate across cross functional teams.
• Champion adoption of next generation technologies including AI.
• Work Environment 24/7 operations including shift work and weekends.

Connaissances

Technical support

Networking knowledge

VoIP

Windows OS

Outils

Office Suite

Description du poste

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

Certifications (Preferred)

• Experience
• Minimum of 3 years of experience in a technical role