Technical Support Specialist

SGS Consulting; Austin (TX); On-site; USD 60,000 - 90,000; Full time

Job summary

SGS Consulting is seeking a Technical Support Specialist II to support our Vehicle Intelligence team, focusing on ALPR division. You will diagnose and resolve customer issues via phone, web, and email and maintain strong relationships across departments.

You will handle high-volume calls, document issues, and communicate with Product & Engineering. The role requires solid Windows/Linux troubleshooting, networking, and ITIL awareness in a fast-paced environment.

Qualifications

• Must have 2–3+ years in technical support or application support.

Responsibilities

• Answer inbound and outbound technical support calls.
• Self-assign and own tickets from queue.
• Document product issues and convey workarounds.
• Escalate issues to internal teams as needed.
• Communicate outages and ticket statuses to customers.
• Collaborate with Product and Engineering teams on customer issues.
• Maintain online Knowledge Base.
• Provide technical assistance to Regional Sales Managers.
• Handle after-hours calls from customers.
• Act as a customer advocate.

Skills

Technical support experience

Remote support experience

ITIL knowledge

Troubleshooting

Communication skills

Time management

Windows/Linux troubleshooting

Education

High School degree

Information Technology College degree

CompTIA A+

MCP

MCSE

CCNA

Linux Certifications

Tools

Windows Server 2016/2012/2008

Windows Client (7/8/10)

Linux (Ubuntu/CentOS)

Azure Cloud

Containers

PowerShell

Job description

Job Responsibilities

We create technologies our customers refer to as their lifeline. Our technology platforms in communications, software, video and services help our customers work safely and more efficiently.Whether it’s helping firefighters see through smoke, enabling police officers to see around street corners, or reliably keeping the lights on in homes and businesses around the world, our work supports those who put their lives on the line to keep us safe.This Technical Support Specialist II will be supporting our Vehicle Intelligence team providing technical support to ALPR (Automatic License Reader) Division.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 queueAccurately 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 issuesInterface with Product team and Engineering on customer issues and commentsHelp Maintain online Knowledge BaseProvide Technical Assistance to Regional Sales Managers dailyAnswer after hours calls from customersCustomer Advocate

Skills

• 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 ( SSL/TLS, etc.).
• Experience with PowerShell Scripts.
• Experience writing user friendly Knowledge Base Articles and FAQ’s.

Education/Experience

• 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.
• LinuxWindows OS experience and certificationCCNAMCSECompTIA (Data Network)