Technical Support Technician II

SUMMARY:

• 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.
• This position supports 24/7 operations; training is 2 months 7am to 4pm CST.
• Hour of operations are 7am to 6pm, shift will be based on business need.

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