Technical Support Technician II

About the role

We are looking for a Technical Support Technician II to serve as a vital contributor to our professional support operations in Allen, TX. In this role, you will be the primary point of contact for technical resolution, collaborating across functional lines to solve complex challenges.

Responsibilities

• Serve as the primary point of contact for customer incidents received via phone, email, or other communication channels.
• Document initial triage data and the specific technical actions implemented to resolve incidents clearly and accurately.
• Resolve known problems by applying established knowledge articles and escalate complex issues when necessary to meet service level agreements.
• Propose and create new knowledge articles to document resolutions for previously undocumented technical issues.
• Maintain an active continuous improvement mindset to identify and propose enhancements to streamline internal workflows.
• Observe and analyze system behaviors to proactively support data security and safeguard sensitive information.
• Build strong, professional working relationships with both internal and external customers.
• Collaborate seamlessly across functional lines to resolve complex technical challenges.
• Navigate sensitive customer scenarios with transparency while establishing clear expectations to help to provide a positive service experience.

Requirements

• Technical Expertise:
• Networking Protocols to troubleshoot infrastructure issues effectively.
• Security Practices to maintain operational data integrity and comply with security procedures.
• Technical Applications to navigate Windows, Office, or comparable platforms.
• Professional Experience:
• Remote Support to manage and resolve customer incidents independently.
• Continuous Integration to participate actively in all provided training programs.
• Shift Operations to support a 24x7 environment, including shift and weekend work.

Qualifications

• Knowledge of Firewall, WAN, LAN, and Router Architecture.
• Knowledge of RF Trunking systems and communication networks.
• Knowledge of VoIP and IP telephony.
• Network+ Certification, A+ Certification, Security+ Certification, or AI Certifications.
• Foundational knowledge of ITIL framework.
• Familiarity with mobile radio technology and products.

Benefits

• Incentive Bonus Plans.
• Medical, Dental, Vision benefits.
• 401K with Company Match.
• Generous Paid Time Off Packages.
• Paid Parental & Family Leave.
• Employee Stock Purchase Plan.