Description
Kforce has a client in Allen, TX that is seeking a Technical Support Specialist I. We create technologies our customers refer to as their lifeline. Our technology platforms in communications, software, video and services help our customers work safely and more efficiently. Whether it's helping firefighters see through smoke, enabling police officers to see around street corners, or reliably keeping the lights on in homes and businesses around the world, our work supports those who put their lives on the line to keep us safe.Summary:In this role, the Technical Support Specialist would be supporting our MSI Video & Analytics team providing tech support to In car Dash and Body Camera and Evidence Management Software Division. The Technical Support Specialist will be interacting with police and 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.Responsibilities:
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- Communicate outages notifications and ticket statuses to customers
- 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
Requirements
- High School diploma/GED required
- Information Technology college degree preferred
- Linux, Windows OS exp and certification - CCNA, MCSE, COMP TIA (Data network)
- One or more of the following certifications preferred: CompTia A+, MCP, MCSE CNA, CCNA, Linux Certifications
- 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
- Previous technical support/engineering/troubleshooting experience
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.