Technical Support Specialist II

About the Role

The Technical Support Specialist II will provide superior technical support to clients, enabling them to effectively use video surveillance software and hardware products. Responsibilities include resolving software, network, and data problems; installing and implementing software; importing, editing, and cleaning up databases; and installing, upgrading, configuring, troubleshooting, and repairing servers, routers, firewalls, switches, PCs, and other peripheral devices.

Responsibilities

• 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 on technical support calls escalated from Level 1 Technical Support Representatives.
• Provide internal technical support assistance through Microsoft Teams chat.
• Collaborate with other technical support members verbally and share information using knowledge base articles.
• Create, edit, and submit internal knowledge base pieces to assist other team members.
• Reproduce and resolve customer issues with software and/or hardware.

Key performance metrics:

• Handle a minimum of 8–15 calls/tickets per day.
• Create, edit, and submit at least 3 internal knowledge-based pieces per month.
• Achieve a customer satisfaction score of 90% or higher based on post-resolution feedback.

Why Join Us

This role offers a supportive and collaborative team environment. i-PRO is a Great Place to Work® certified company with a strong commitment to diversity. The position includes opportunities for growth and career advancement.

Requirements

• 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.

Skills

• Excellent troubleshooting skills with a world-class customer service attitude.
• Ability to independently recognize and escalate difficult technical or business issues within Sales, Technical Support, and Development teams.
• 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 emerging technologies.
• Well-organized with the ability to multitask 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, or other stakeholders.
• Proficiency in English; bilingualism (e.g., Spanish, French) is a plus.

Physical Requirements

• Ability to sit or stand for extended periods.