Job Title: Technical Support Specialist
Location: 415 East Exchange Pkwy, Allen, TX 75002 - Onsite only
Duration: 6-12 months
Interview: Onsite 1 Hour
Schedule: Monday to Friday : Coverage between 7 AM and 6 PM
Department Overview
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.
Role Summary: As a Technical Support Technician II, you will perform both technical and administrative responsibilities supporting day to day operations and ensuring service excellence.
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
Work Environment
24/7 operations including shift work and weekends
Self-starter who manages priorities with minimal supervision
Required Technical Expertise
Experience in a remote technical support environment
Strong networking knowledge including protocols, infrastructure, and troubleshooting
Familiarity with WAN, LAN, routers, and firewalls
Knowledge of VoIP and IP telephony
RF trunking and communication network knowledge
Systems & Tools
Working knowledge of Windows and Office or equivalent
Familiarity with mobile radio technologies
Understanding of information security best practices
Foundational ITIL knowledge
Certifications (Preferred)
Network+
A+
Security+
AI related certifications
Professional Skills
Strong troubleshooting and analytical abilities
Excellent verbal, written, and presentation skills
High attention to detail
Ability to manage multiple tasks and priorities
Strong time management skills
Ability to work independently with minimal supervision
Basic Requirements
Security Clearance
Ability to obtain and maintain required background clearance
Must be able to obtain Criminal Justice Information Systems certification (CJIS)
Education Associate level or equivalent technical education required
Experience Minimum of 3 years of experience in a technical role
Ideal Candidate Profile
A proactive, driven professional who thrives in fast paced, mission critical environments and is committed to delivering exceptional customer support while continuously improving systems, processes, and technology adoption.
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