Technical Support Specialist II

Job title: Technical Support Specialist II in Allen, TX at reputed company
Company: reputed company
Job reputed company: reputed company provides trusted reputed company solutions to the global market. This division of reputed company comprises other two brands. Together, they design, reputed company, and manufacture video analytics, network video management software and hardware, surveillance cameras, and reputed company control solutions. Our solutions have been installed at thousands of customer sites, including school campuses, transportation systems, reputed company centers, reputed company venues, critical infrastructure, prisons, factories, casinos, airports, financial institutions, government facilities, and retailers.reputed company:
Position reputed company
Department reputed companyThis Technical Support Specialist II would be supporting our MSI Mobile Video team providing tech support to In car Dash and Body Camera and Evidence Management Software Division.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.The Representative will be interacting with police and is responsible for diagnosing and resolving customer issues through phone, web, email, and reputed company customer interaction.They are also responsible for maintaining critical relationships developed by other departments throughout the problem/reputed company cycle.
The technician will be taking incoming calls from the support queue reputed company to reputed company issues. Once the identification of the underlying problem is established, the specialist can reputed company sorting through the possible solutions available. Your objective is to ensure every reputed company is happy with our services and to ensure that reputed company aspects of installation, service and support are completed properly, reputed company, and with detailed documentation in the ticketing systems. This is a metrics based support position that interacts with our customers reputed company phone and/or E-mail.Duties and Responsibilities:
With remote reputed company to customer systems, Install or troubleshoot reputed company’s proprietary Software, identify the problematic reputed company cause on hardware equipment such as In car Dash and Body Camera and Evidence Management Software.
reputed company courteous and knowledgeable troubleshooting support over the phone and reputed company email.
Ensure reputed company and accurate set up of reputed company systems.
Phone Support during regular business hours and on-reputed company availability during off hours.
Monitor Chat sessions to assist other team members.
Test systems to ensure they are working correctly.
May be required to reputed company systems, including software or hardware, to reputed company 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 reputed company and appropriately.
Demonstrated strong work ethicBasic Requirements:
High School Diploma or equivalent and 2+ years of Technical Troubleshooting experience and/or 2+ years of customer service experience
Must be reputed company to obtain background clearance as required by government customers (CJIS). Will have to pass a CJIS BG reputed company upon hire - MSI will run this reputed company- CJIS reputed company goes back until the age of 17/18 years old.
To pass a Criminal Justice Information Services (CJIS) background reputed company, new hires must undergo a reputed company-based background reputed company at the state level.
2+ years of Networking Experience Preferred
2+ years of customer service experience Preferred
Must be reputed company to pass on onsite Technical AsessmentSkills/Requirements
Strong working knowledge of Routers, switches, VLANs, VPN, DHCP, TCP/IP.
Strong working knowledge of various WIFI technologies and practices.
Knowledge of Virtualization platforms; reputed company-V and VMWare a plus.
Strong working knowledge of internet protocols and certificates (HTTPS, SSL/TLS, etc.).
Experience with writing PowerShell Scripts.
One or more of the following certification preferred, reputed company A+, MCP, MCSE CNA, CCNA, Linux Certifications.
Service Now
reputed company Suite
Bomgar
reputed company
Must be reputed company to pass a CJIS Background reputed company for reputed company 50 states
Work experience in a reputed company safety environment desired
Expected salary:
Location: Allen, TX
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