Technology Production Support Specialist

Our Client, is hiring for a mid-level and a Senior Technology Production Support Specialist for their team.

Job at a glance:

• These are long-term contracts, with an initial term of 6 months, planned for extension and/or permanent placement
• Mid-Level pay range is $35-$40/hr W2 + optional benefits (Medical, Dental, Vision, and 401k)
• Senior-Level pay range is $44-$52/hr W2 + optional benefits (Medical, Dental, Vision, and 401k)

Location: Remote with occasional onsite requirements
Schedule: Monday - Friday, 40 hours per week

• Flexible schedules:
• 7:00 AM - 3:30 PM ( hour lunch)
• 7:00 AM - 4:00 PM (1-hour lunch)
• 7:30 AM - 4:00 PM ( hour lunch)
• 7:30 AM - 4:30 PM (1-hour lunch)
• 8:00 AM - 4:30 PM ( hour lunch)
• 8:00 AM - 5:00 PM (1-hour lunch)
  Note: Occasional overtime and schedule adjustments as needed

Job Overview:

The Senior Vegetation Management Technology Production Support Specialist will provide comprehensive support for the Vegetation Management Solution (VMS) software on iOS devices. Supporting over 2000 usersincluding internal teams and external contractors across multiple statesthis role requires extensive experience in technical troubleshooting, customer service, and data management. The ideal candidate will proactively enhance support efficiency, resolve complex technical issues, and ensure strict compliance with IT and cybersecurity policies.

Key Responsibilities:

• Advanced Customer & Technical Support
• Lead high-level technical support for VMS end users, managing Support Desk tickets and data-related issues within VMS (~80-90% of duties)
• Deliver proactive problem-solving for iOS devices, including VPN, Bluetooth, multifactor authentication, and Microsoft Office 365
• Screen share with users to troubleshoot complex issues and identify opportunities for process improvement
• Provide top-tier technical assistance, from Active Directory provisioning to license management and compliance adherence

Mobile Device & Compliance Management

Maintain and update the Mobile Asset Database, ensuring accurate records of personnel, equipment, and accessories for iOS devices

Oversee wireless cellular account management, compliance with cybersecurity requirements, and all device provisioning

Conduct thorough compliance checks, security audits, and policy adherence reviews, addressing any issues with management

Documentation, Reporting, & Strategic Insights

Track and report on daily support metrics, lessons learned, and global communications to inform process improvements

Document technical issues and resolution steps within Quality Center or equivalent, escalating to the appropriate teams when necessary

Actively participate in team meetings, contribute insights, and assist in training team members on VMS support

Required Qualifications:

• Superior customer service and communication skills in a high-demand, fast-paced environment
• Advanced problem-solving skills and technical expertise for managing Support Desk ticket resolution
• Proven experience in technical support, data management, and customer service, particularly with iOS devices and software troubleshooting
• Proficiency in Active Directory, VPN, Microsoft Office 365, PowerBI, and cybersecurity compliance
• Strong multitasking abilities, with a focus on proactive issue resolution and policy compliance

About the Client:

Our client is a leader in the energy sector, providing critical services to millions of customers with a focus on technology, sustainability, and operational excellence. This role is essential to supporting their field staff and contractors, ensuring the smooth operation of vegetation management technology and seamless user support.
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