Technical Support Technician

Spectraforce Technologies, Inc.; Allen (TX); On-site; USD 25,000 - 39,000; Full time

Job summary

Spectraforce Technologies, Inc. in Allen, TX is seeking a Technical Support Technician to join our day-to-day operations, providing technical and administrative support to ensure service excellence. The role involves incident handling, documentation, and cross-functional collaboration.

This contract position requires 7 AM–6 PM coverage, with potential for shift work including weekends. CJIS fingerprinting is required during onboarding, and AI tools are used in daily workflows.

Qualifications

• 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.

Responsibilities

• 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.
• Create new knowledge articles for undocumented solutions.

Skills

Remote support

Network troubleshooting

WAN/LAN

VoIP

RF trunking

ITIL basics

Time management

Troubleshooting

Verbal & written communication

Independent worker

Tools

Windows

Office Suite

Mobile radio tech

Information security basics

ITIL basics

Job description

Job Title: Technical Support Technician

Location: Allen, TX 75002 (Coverage between 7 AM and 6 PM)

Duration: 6 to 12 months

Please note: Security Checks - CJIS is required during onboarding. Candidate may be required to pay $201.64 for the fingerprinting during onboarding and submit an expense for reimbursement.

Role Summary

As a Technical Support Technician, 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

• 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

Systems & Tools

• Working knowledge of Windows and Office or equivalent
• Familiarity with mobile radio technologies
• Understanding of information security best practices
• Foundational ITIL knowledge

Professional Skills

• Strong troubleshooting and analytical abilities
• Excellent verbal, written, and presentation skills
• High attention to detail
• Ability to manage multiple tasks and priorities
• Strong time management skills
• Ability to work independently with minimal supervision

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.