Technical Support Specialist II: Video Surveillance

i-PRO; Houston (TX); On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Great benefits package

Career growth opportunities

Diversity and GPTW member

Job summary

i-PRO is seeking a Technical Support Specialist II in Houston, TX to deliver superior technical support for video surveillance software and hardware. You will resolve software, network, and data issues, install and configure software, and assist with server, router, firewall, and hardware troubleshooting.

The role emphasizes collaboration, documentation, and knowledge base contributions in a fast-paced, supportive team environment with growth opportunities and a strong benefits package.

Qualifications

• 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
• Strong troubleshooting skills with world class customer service attitude
• Ability to independently recognize and elevate difficult technical/business issues within Sales, Technical Support and Development organizations
• Handle escalations from Level 1 Technical Support Representatives
• 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
• English; bilingual is a plus (e.g., Spanish, French)

Responsibilities

• Take incoming calls and answer technical questions via email
• Thoroughly document 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

Skills

Troubleshooting

Customer service

Multi-tasking

Communication

Education

Bachelor’s degree or equivalent

2-3 years enterprise Windows support

Tools

Windows Server

IIS

SQL Server

Active Directory

Dell hardware

SAN/NAS

Job description

i-PRO is seeking a Technical Support Specialist II in Houston, TX to deliver superior technical support for video surveillance software and hardware. You will resolve software, network, and data issues, install and configure software, and assist with server, router, firewall, and hardware troubleshooting.

The role emphasizes collaboration, documentation, and knowledge base contributions in a fast-paced, supportive team environment with growth opportunities and a strong benefits package.