Technical Support Specialist II

Job title: Technical Support Specialist II in Allen, TX at SGF Global

Company: SGF Global

Job description: The Company provides trusted security solutions to the global market. This division of the Company comprises other two brands. Together, they design, develop, and manufacture video analytics, network video management software and hardware, surveillance cameras, and access control solutions. Our solutions have been installed at thousands of customer sites, including school campuses, transportation systems, healthcare centers, public venues, critical infrastructure, prisons, factories, casinos, airports, financial institutions, government facilities, and retailers.Description:
Position Description
Department OverviewThis 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 direct customer interaction.They are also responsible for maintaining critical relationships developed by other departments throughout the problem/resolution cycle.
The technician will be taking incoming calls from the support queue related to complex issues. Once the identification of the underlying problem is established, the specialist can begin sorting through the possible solutions available. Your objective is to ensure every client is happy with our services and to ensure that all aspects of installation, service and support are completed properly, timely, and with detailed documentation in the ticketing systems. This is a metrics based support position that interacts with our customers via phone and/or E-mail.Duties and Responsibilities:
With remote access to customer systems, Install or troubleshoot the company’s proprietary Software, identify the problematic root cause on hardware equipment such as In car Dash and Body Camera and Evidence Management Software.
Provide courteous and knowledgeable troubleshooting support over the phone and via email.
Ensure timely and accurate set up of all systems.
Phone Support during regular business hours and on-call availability during off hours.
Monitor Chat sessions to assist other team members.
Test systems to ensure they are working correctly.
May be required to adjust systems, including software or hardware, to make 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 efficiently 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 able to obtain background clearance as required by government customers (CJIS). Will have to pass a CJIS BG check upon hire - MSI will run this check- CJIS check goes back until the age of 17/18 years old.
To pass a Criminal Justice Information Services (CJIS) background check, new hires must undergo a fingerprint-based background check at the state level.
2+ years of Networking Experience Preferred
2+ years of customer service experience Preferred
Must be able 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; Hyper-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, CompTia A+, MCP, MCSE CNA, CCNA, Linux Certifications.
Service Now
Google Suite
Bomgar
Windows
Must be able to pass a CJIS Background Check for all 50 states
Work experience in a public safety environment desired

Expected salary:

Location: Allen, TX

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