Technical Support Specialist II

i-PRO Americas Inc; Houston (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

i-PRO Americas Inc. seeks a Technical Support Specialist II to deliver high-quality technical assistance for video surveillance software and hardware. Responsibilities include handling calls and emails, escalating issues when needed, and documenting steps in tickets.

The role requires strong troubleshooting ability, experience with Windows environments, and collaboration within a supportive team. Knowledge sharing and customer-first service are emphasized.

Qualifications

• Bachelor’s degree or equivalent years of experience.
• 2-3 years of high-level technical support experience supporting enterprise level applications in a Windows environment.
• Excellent troubleshooting skills with world-class customer service attitude.
• Ability to independently recognize and resolve difficult technical/business issues across multiple orgs.

Responsibilities

• Take incoming calls and outbound calls to customers, and answer technical questions via email.
• Document step-by-step troubleshooting in Helpdesk Tickets after each interaction.
• Handle escalated calls from Level 1 Technical Support Representatives.
• Provide internal technical support through Microsoft Teams chat.
• Collaborate with team members and contribute to knowledge base articles.
• Reproduce and resolve software and/or hardware issues for customers.

Skills

Technical support

Customer service

Troubleshooting

Windows environment

Education

Bachelor’s degree or equivalent years of experience

Tools

Microsoft Teams

Helpdesk ticketing system

Job description

The Technical Support Specialist II will provide superior technical support to clients, allowing them to effectively use the video surveillance software and hardware products. Resolve clients' software, network and data problems including installing and implementing software; importing, editing, and cleaning up databases; install, upgrade, configure, troubleshoot, and repair servers, routers, firewalls, switches, PCs and other peripheral devices.

Key Accountabilities

• Perform technical support by taking incoming calls, making outbound calls to customers and answering technical questions via email
• Thoroughly document step-by-step troubleshooting steps in Helpdesk Tickets after each call or email
• Accept and work technical support calls escalated from Level 1 Technical Support Representatives
• Provide internal technical support assistance through Microsoft Teams chat program
• Collaborate with other technical support members verbally and provide information to others by utilizing knowledge base articles
• Create, edit and submit internal knowledge base pieces to assist other team members in the future
• Reproduce and resolve customer issues with software and or hardware

Why You Would Love This Job

This job offers the ability to work in a very supportive and collaborative team environment. We are a strong believer in diversity and i-PRO is proud to be a qualified member of GPTW (Great Place To Work). i-PRO has a great benefit package and lots of room for growth and career advancement.

Key Figures

• The daily average number of calls/tickets per day should beat a minimumbetween8and 15.
• Create, edit and submit a minimum of 3 internal knowledge-based pieces per month to assist other team members in the future.
• The Technical Support Specialist II is expected to achieve a satisfaction score of 90% or higher, based on customer feedback collected after issue resolution.

Qualifications

Education & Experiences

• Bachelor’s degree in a related field or equivalent years of experience.
• 2-3 years of high-level technical support experience supporting enterprise level applications in a Windows environment
• Provide excellent troubleshooting skills with world class customer service attitude
• Ability to independently recognize and escape difficult technical/business issues within Sales, Technical Support and Development organizations
• Handle 10 supervised escalations without assistance
• Advanced understanding of Windows Server 2012-2019, Windows 7/8/10, IIS, SQL Server and Active Directory
• Advanced understanding of Dell hardware, SAN/NAS and other new technologies
• Well-organized with the ability to multi-task and work with minimal supervision
• 4+ hours of Customer Service training (including handling difficult conversations or situations)
• History of positive feedback from customers, partners, colleagues and/or other stakeholders, no reports of poor service quality

Physical Requirements if needed:

Ability to sit or stand for extended amount of time

Language

• Bilingual is a plus (i.e. Spanish, French, etc.)

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.