Technical Support Specialist II — 24/7 Incident Leader

SGS Consulting; Allen (TX); Vor Ort; USD 52.000 - 78.000; Vollzeit

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Technical support

Networking knowledge

VoIP

Windows OS

Tools

Office Suite

Jobbeschreibung

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.