Technical Support Specialist II
PAY RATE: $28 PER HOUR
Job Title: Technical Support Specialist
Location: 415 East Exchange Pkwy, Allen, TX 75002
Duration: 6 months
Work Schedule: 8 am to 4:30 pm
Training expected to be in this office for first week *4150 International Plaza Suite 800, Fort Worth, TX 76109*
Position Description
As an ALPR 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 at the Fort Worth, TX location.
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
Skills/Requirements
Service Now
Google Suite
Bomgar
Windows
Must be able to pass a CJIS Background Check for all 50 states
Work experience in a public safety environment desired
Notes:
Are there any additional security checks required?
Yes, CJIS
How long will the training be for this resource before they are expected to work independently:
4 to 6 weeks
Interview Information: Google Meet video, duration 30 min. / See annotations.
What are the main responsibilities that your new hire will have?
Tech support of LAPR Tech
What are the top three contributions this new hire will make to the company within their first 90 or 120 days?
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
What qualifications are must-haves for candidates?
2+ years of Networking Experience
2+ years of customer service experience
What would be some nice-to-have skills for candidates and why?
Cellular Network Configuration
POE (Power Over Ethernet)
NetCould
Linux
What software should your new hire be proficient in?
Service Now
Google Suite
Bomgar
Windows
PAY RATE: $28 PER HOUR
Job Title: Technical Support Specialist
Location: 415 East Exchange Pkwy, Allen, TX 75002
Duration: 6 months
Work Schedule: 8 am to 4:30 pm
Training expected to be in this office for first week *4150 International Plaza Suite 800, Fort Worth, TX 76109*
Position Description
As an ALPR 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 at the Fort Worth, TX location.
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
Skills/Requirements
Service Now
Google Suite
Bomgar
Windows
Must be able to pass a CJIS Background Check for all 50 states
Work experience in a public safety environment desired
Notes:
Are there any additional security checks required?
Yes, CJIS
How long will the training be for this resource before they are expected to work independently:
4 to 6 weeks
Interview Information: Google Meet video, duration 30 min. / See annotations.
What are the main responsibilities that your new hire will have?
Tech support of LAPR Tech
What are the top three contributions this new hire will make to the company within their first 90 or 120 days?
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
What qualifications are must-haves for candidates?
2+ years of Networking Experience
2+ years of customer service experience
What would be some nice-to-have skills for candidates and why?
Cellular Network Configuration
POE (Power Over Ethernet)
NetCould
Linux
What software should your new hire be proficient in?
Service Now
Google Suite
Bomgar
Windows