Technical Support Specialist II

The Fountain Group; Allen (TX); Vor Ort; USD 27.000 - 39.000; Vollzeit

Zusammenfassung

The Fountain Group is seeking a Technical Support Technician II to provide remote support across military, public safety, and mission-critical sectors. You will join a team delivering high-quality service, collaborating with engineering and product teams to implement improvements based on customer feedback.

This role supports 24/7 operations, with 2-month training and shifts based on business needs. Strong networking, VoIP, and ITIL knowledge are required, along with 3+ years in a remote tech

Qualifikationen

• 3+ years of 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.
• Foundational ITIL knowledge.

Aufgaben

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

Kenntnisse

Remote technical support

Networking knowledge

VoIP

RF trunking

Ausbildung

Associate degree or technical education

Tools

Windows

Office

Jobbeschreibung

Hiring 6 positions.

Fully onsite roles.

Pay: $24/hour

Duration: 6-12 months with continued extensions based on performance and conversion based on headcount approval.

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 professionals with strong technical expertise and the ability to communicate complex concepts to diverse audiences.

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.

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

• 3+ years of experience in a remote technical support environment is required
• Strong networking knowledge including protocols, infrastructure, and troubleshooting is required
• Familiarity with WAN, LAN, routers, and firewalls is required
• 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.

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

Ideal Candidate Profile

A proactive, driven professional who thrives in fast paced, mission critical environments and is committed to delivering exceptional customer support while continuously improving systems, processes, and technology adoption.

By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at