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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.