Technical Support Technician II

Serve as a front-line technical support resource for mission-critical customer environments with incident management responsibilities in a 24/7 operations setting.

Responsibilities

• Act as the primary point of contact for customers via phone, email, and other communication channels
• Provide remote technical support and handle incidents in line with service level agreements
• Manage sensitive customer interactions with transparency and professionalism
• Escalate incidents that cannot be resolved within defined timelines
• Track issues through full resolution, including service restoration
• Own the end-to-end incident lifecycle, including root cause identification
• Document triage details and resolution steps accurately
• Use existing knowledge articles to resolve known issues
• Create new knowledge articles when solutions are not yet documented
• Meet support metrics and performance expectations consistently
• Maintain security and accuracy of operational data
• Stay current on systems, tools, and applications used in support operations
• Build and maintain strong relationships with internal and external stakeholders
• Collaborate with cross-functional teams
• Participate in training and development
• Identify opportunities to improve workflows and support processes
• Support adoption of next-generation technologies, including AI
• Follow all corporate security, quality, and operational policies

Requirements

• 3+ years of experience in a technical role
• Experience working 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
• Working knowledge of Windows and Office (or equivalent)
• Familiarity with mobile radio technologies
• Understanding of information security best practices
• Foundational ITIL knowledge
• Strong troubleshooting and analytical abilities
• Excellent verbal, written, and presentation skills
• High attention to detail
• Ability to manage multiple tasks and priorities with strong time management
• Ability to work independently with minimal supervision
• Ability to obtain and maintain required background clearance
• Must be able to obtain CJIS (Criminal Justice Information Systems) certification
• Associate level or equivalent technical education required
• AI tools are required for day-to-day workflow; usage is monitored, so candidates must be willing and able to adapt to using AI
• Must have a technical background

Technologies

• Windows, Office
• VoIP, IP telephony
• WAN, LAN, routers, firewalls
• RF trunking
• Mobile radio technologies
• ITIL
• AI tools
• CJIS

Certifications (Preferred)

• Network+ (a plus and preferred most)
• A+
• Security+
• AI-related certifications

Work Environment

• 24/7 operations including shift work and weekends
• Training is scheduled for 2 months, from 7am to 4pm CST
• Hours of operation are 7am to 6pm, and shifts are based on business need
• Self-starter who manages priorities with minimal supervision