Overview
On Site
Depends on Experience
Contract - W2
Contract - 29 week(s)
Skills
Technical Support
Job Details
One of CEI's largest Telecommunications clients is seeking a Technical Support Specialist II to join their growing organization!
Client/Industry: Telecommunications
Job Title: Technical Support Specialist II
Location: 100% onsite in a secure office environment | Allen, TX 75002
Work Schedule/Shift: Mon - Fri, 8-hour shifts between 7 AM and 6 PM | Minimum 40 work hours per week.
Duration/Length of Assignment: 6 Month Contract to Hire
Pay Rate: $25.00 per hour
Additional Information: Must pass a CJIS fingerprint-based background check and be a U.S. Citizen due to the sensitive nature of supported clients. New hires will complete a 4–6 week training phase before working independently.
*Must be able to convert to a full-time employee without sponsorship, restrictions, or an additional employer*
Position Overview:
This position supports a division focused on public safety technology, specializing in in-car dash cameras, body-worn cameras, and evidence management software used by law enforcement agencies across the country. The Technical Support Specialist II will join a dedicated Mobile Video team that manages Tier II technical support functions and maintains relationships with internal teams and law enforcement customers. This is a metrics-driven, customer-facing role requiring on-site work and coordination with cross-functional departments to support critical video technology products in real-world policing environments. The selected candidate will report directly to the department’s hiring manager and work as part of a structured technical support team. The Specialist will be responsible for responding to complex support inquiries through phone, email, and remote support tools, using structured diagnostic methods and detailed logging practices. The role involves independent troubleshooting, installation support, documentation, and customer training. This is a hands-on role requiring a combination of strong technical troubleshooting capabilities, customer service skills, and attention to documentation. The primary goal is to resolve product and system issues effectively and maintain high standards of technical service quality across all interactions.
Required Skills/Experience/Qualifications:
Preferred Skills (Not Required):
Day to Day/Responsibilities:
Job Title: Technical Support Specialist II
Location: 100% onsite in a secure office environment | Allen, TX 75002
Work Schedule/Shift: Mon - Fri, 8-hour shifts between 7 AM and 6 PM | Minimum 40 work hours per week.
Duration/Length of Assignment: 6 Month Contract to Hire
Pay Rate: $25.00 per hour
Additional Information: Must pass a CJIS fingerprint-based background check and be a U.S. Citizen due to the sensitive nature of supported clients. New hires will complete a 4–6 week training phase before working independently.
- W2 Employment Only – No Corp to Corp / C2C arrangements.
- Expected potential for contract extension(s) and/or conversion to Full-Time/Permanent Employment.
- Optional benefits available during contract (Medical, Dental, Vision, and 401k)
Position Overview:
This position supports a division focused on public safety technology, specializing in in-car dash cameras, body-worn cameras, and evidence management software used by law enforcement agencies across the country. The Technical Support Specialist II will join a dedicated Mobile Video team that manages Tier II technical support functions and maintains relationships with internal teams and law enforcement customers. This is a metrics-driven, customer-facing role requiring on-site work and coordination with cross-functional departments to support critical video technology products in real-world policing environments. The selected candidate will report directly to the department’s hiring manager and work as part of a structured technical support team. The Specialist will be responsible for responding to complex support inquiries through phone, email, and remote support tools, using structured diagnostic methods and detailed logging practices. The role involves independent troubleshooting, installation support, documentation, and customer training. This is a hands-on role requiring a combination of strong technical troubleshooting capabilities, customer service skills, and attention to documentation. The primary goal is to resolve product and system issues effectively and maintain high standards of technical service quality across all interactions.
Required Skills/Experience/Qualifications:
- High School Diploma or equivalent
- 2+ years of technical troubleshooting experience
- 2+ years of customer service experience
- 2+ years of networking experience, understanding of routers, switches, VLANs, VPN, TCP/IP, and DHCP
- Knowledge and use of Wi-Fi technologies, HTTPS, SSL/TLS, and general internet protocols
- Experience working with Windows OS, including Windows installation, configuration, and support
- Working knowledge of virtualization platforms such as Hyper-V or VMware
- Experience writing and executing PowerShell scripts
- Familiarity with support tools such as ServiceNow, Bomgar, and Google Suite
Preferred Skills (Not Required):
- Certifications such as CompTIA A+, CCNA, MCSE, CNA, or Linux certifications
- Knowledge of Linux OS or related troubleshooting experience
- Exposure to POE (Power Over Ethernet) technologies
- Familiarity with NetCloud or other cellular network configuration platforms
- Experience supporting in-car camera systems, body-worn cameras, or public safety evidence management software
- Prior experience working in a public safety or law enforcement technology environment
Day to Day/Responsibilities:
- Answer incoming support queue calls and provide technical troubleshooting via phone, email, and remote support tools such as Bomgar
- Remotely install or troubleshoot the company’s proprietary evidence management software and related dash/body camera hardware
- Diagnose issues at both the software and hardware level using remote access and guided diagnostics
- Perform system checks and adjustments to ensure operational functionality based on varying customer environments
- Guide customers through the resolution process and provide courteous, knowledgeable support throughout each interaction
- Log all customer interactions, troubleshooting steps, and issue resolutions in ServiceNow or another internal ticketing system
- Ensure accurate and timely system setups by following internal procedures and configurations
- Monitor chat queues to assist other support team members as needed
- Escalate unresolved issues efficiently based on issue severity or business impact
- Provide end-user training on hardware, software, and installation procedures
- Participate in rotating on-call support coverage during non-standard business hours
- Adhere to department metrics and procedures defined for Tier II technical support staff
- Collaborate with internal teams to maintain continuity in customer support, escalating recurring issues for broader resolution
- Demonstrate a strong work ethic and proactive approach to solving technical issues and improving system reliability for end users
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.