Technical Support Specialist II

About the role

As a Technical Support Technician, you will join a team providing remote support to customers across the military, public safety, and mission critical infrastructure sectors. You will act as a catalyst for high quality, timely service while collaborating with engineering and product teams to drive improvements based on customer feedback. We are seeking a high energy, forward thinking professional with strong technical expertise and the ability to communicate complex concepts to diverse audiences. As a Technical Support Technician II, you will perform both technical and administrative responsibilities supporting day‑to‑day operations and ensuring service excellence.

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
• Manage the end‑to‑end incident lifecycle including root cause identification
• Accurately document triage details and resolution steps
• Utilize existing knowledge articles to resolve known issues
• Create new knowledge articles for undocumented solutions
• Ensure support metrics and performance expectations are consistently met
• Maintain security and accuracy of operational data
• Stay current on systems, tools, and applications
• Build strong relationships with internal and external stakeholders
• Collaborate across cross‑functional teams
• Actively participate in training and development
• 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

Requirements

• 3+ years of 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 concepts
• Working knowledge of Windows and Office or equivalent
• Familiarity with mobile radio technologies
• Understanding of information security best practices
• Foundational ITIL knowledge
• Associate level or equivalent technical education
• Minimum of 3 years of experience in a technical role
• Ability to obtain and maintain required background clearance
• Must be able to obtain Criminal Justice Information Systems (CJIS) certification
• Willingness and ability to adapt to using AI tools, which are required in the day‑to‑day workflow and monitored

Qualifications

• Preferred certifications: Network+ (a plus and preferred most), A+, Security+, AI‑related certifications
• Ideal candidate: a proactive, driven professional who thrives in fast‑paced, mission‑critical environments and is committed to delivering exceptional customer support while continuously improving systems, processes, and technology adoption

Pay

$24/hour

Schedule

Fully onsite role. Position duration: 6‑12 months with possible extensions based on performance and conversion subject to headcount approval. Training period: 2 months, 7am‑4pm CST. Operational hours: 7am‑6pm; shifts assigned based on business need. Role includes 24/7 operations with shift work and weekends. Self‑starter who manages priorities with minimal supervision.