Tech Support Representative

Location Allen
Date Posted June 21, 2022
Category Call Centre / CustomerService
Job Type Not Specified


Title:Tech Support Representative Location: Allen, TX Duration: 6 Months

Department Overview
This Tier I Technical Support Representative would be supporting our In car Dash and Body Camera and Evidence Management Software Division.

Job Description

  • The Representative is responsible for diagnosing and resolving customer issues through phone, web, email, and direct customer interaction.
  • They are also responsible for maintaining critical relationships developed by other departments throughout the problem/resolution cycle.
  • Communicate outages notifications and ticket statuses to customers
  • Additionally, they will communicate actively with other departments detailing specific customer's issues.
  • Answer Inbound and make Outbound Technical Support Calls (about 30 to 40 calls/day)
  • Self-assign and take ownership of tickets from queue
  • Accurately document product issues and convey workarounds and fixes to customers.
  • Follow procedures for internal escalation of issues to the appropriate internal teams.
  • Track and resolve issues
  • Interface with Tier 2 on customer issues and comments
  • Help Maintain online Knowledge Base
  • Provide Technical Assistance to Regional Sales Managers daily
  • Answer after hours calls from customers
  • Customer Advocate

Experience Requirements

  • 2-3+ years of experience in IT helpdesk and/or application support role.
  • Extensive Hardware, Software and Networking troubleshooting.
  • Experience with RAID technologies and Virtual Disks.
  • Experience with SQL Server queries and updates.
  • Strong working knowledge of Windows Server 2016, 2012, 2008; Windows 7, 8, 10.
  • Strong working CLI experience with various Linux distributions (Ubuntu/CentOS preferred).
  • Familiarity working with Azure Cloud and containers.
  • Strong working knowledge of Active Directory, DNS.
  • Strong working knowledge of Routers, switches, VLANs, VPN, DHCP, TCP/IP.
  • Strong working knowledge of various WIFI technologies and practices.
  • Knowledge of Virtualization platforms; Hyper-V and VMWare a plus.
  • Strong working knowledge of internet protocols and certificates (HTTPS, SSL/TLS, etc.).
  • Experience with writing PowerShell Scripts.
  • Experience writing user friendly Knowledge Base Articles and FAQ's.

Education Requirements

  • One or more of the following certification preferred, CompTia A+, MCP, MCSE CNA, CCNA, Linux Certifications.
  • Minimum High School degree. Information Technology College degree preferred
  • Previous technical support/engineering/troubleshooting experience

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