Technical Support Specialist

Technical Support Specialist

  Not Disclosed

  Allen, TX

  6.0 Months

  Not Disclosed

  Not Disclosed

  Transportation

Job Description

As an Technical Engineer, this position provides excellent customer service to new and existing customers and internal customers by independently troubleshooting, installing, repairing and supporting customers on software and hardware equipment such as laptops, servers, and LPR camera systems.
The technician will be taking incoming calls from the support queue related to complex issues. Once the identification of the underlying problem is established, the specialist can begin sorting through the possible solutions available. Your objective is to ensure every client is happy with our services and to ensure that all aspects of installation, service and support are completed properly, timely, and with detailed documentation in the ticketing systems. This is a metrics based support position that interacts with our customers via phone and/or E-mail.

Duties and Responsibilities:

With remote access to customer systems, Install or troubleshoot the company’s proprietary Software, identify the problematic root cause on hardware equipment such as laptops, servers, and IP cameras.
Provide courteous and knowledgeable troubleshooting support over the phone and via email.
Ensure timely and accurate set up of all systems.
Phone Support during regular business hours and on-call availability during off hours.
Monitor Chat sessions to assist other team members.
Test systems to ensure they are working correctly.
May be required to adjust systems, including software or hardware, to make equipment functional depending upon the environment.
Follow the department process, procedure, and metrics for a technical support II technician
Maintain a log of customers issues, interactions, and troubleshooting steps in the department ticketing system
Train customers on use of systems including software, hardware and installation.
Multi-task and have excellent time management skills
Understand the severity of an issue and escalate issues efficiently and appropriately.
Demonstrated strong work ethic
Position requires that the first 1 weeks of training will be on-site .

Basic Requirements:

High School Diploma or equivalent and 2+ years of Technical Troubleshooting experience and/or 2+ years of customer service experience
Must be able to obtain background clearance as required by government customers
2+ years of Networking Experience Preferred
2+ years of customer service experience Preferred
Work experience in a public safety environment desired

Skills/Requirements

Service Now
Google Suite
Bomgar
Windows

Top three contributions :

Provide courteous and knowledgeable troubleshooting support over the phone and via email.
Maintain a log of customers issues, interactions, and troubleshooting steps in the department ticketing system


Follow the department process, procedure, and metrics for a technical support II technician

Qualifications are must-haves for candidates :

2+ years of Networking Experience
2+ years of customer service experience


Nice-to-have skills for candidates :


Cellular Network Configuration
POE (Power Over Ethernet)
NetCould
Linux
candidates to have industry experience for this role -it is tech support role, experience IS required


Proficient in :

Service Now
Google Suite
Bomgar
Windows

Note :

Work Schedule: 9am to 5:30 pm
100% onsite
Temp to hire
NoTravel
Training be for this resource before they are expected to work independently: 4 to 6 weeks
Tech support of LAPR Tech
VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.