Technical Support Specialist II - SGF Global

Description:
Work Schedule: 10 am to 6:30 pm
Training expected to be in this office for first week *4150 International Plaza Suite 800, Fort Worth, TX 76109*


Position Description
As an ALPR Technical Engineer, 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 such as laptops, servers, and LPR camera systems. 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 laptops, servers, and IP cameras.
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 ethic
Position requires that the first 1 weeks of training will be on-site at the Fort Worth, TX location.

Basic 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
2+ years of Networking Experience Preferred
2+ years of customer service experience Preferred

Skills/Requirements
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


Notes

Do you have any time off planned during the Hiring process? If so, do you have anyone designated to do interviews on your behalf.

Assignment duration: 6 months

Onsite or 100% remote or temporally remote due offices being closed to COVID or Hybrid(Provide The percentage of Onsite and remote) 100% onsite

Work Schedule: 12 pm (noon) to 8:30 pm
Will this resource work any OT?

Temp to hire or Temp only: Temp to hire
BR NTE: ***

If Temp to hire, what is the FTE salary range: TBD

If Temp to hire. Does this position require a degree? Hiring Managers should check with HR if they are not sure. No

Are there any additional security checks required? Yes, CJIS

Does the position support a customer that requires the resource to be a US citizen? Please provide the language in the agreement. Must be a US Citizen due to the customers supported.

Will this resource drive a *** vehicle? *** hosted vehicle (Like a rental car or van that is under *** name)? No

Will this resource travel? No
Does travel involve driving more than 30%?

Provide the type of work environment: Office


Will there be any lifting? If so, how many pounds? No

Provide any safety equipment needed: NA

Does this position require safety-sensitive functions Hiring Manager should check with HR if they are not sure. No

How long will the training be for this resource before they are expected to work independently: 4 to 6 weeks

Interview Information (How many interviews, type of interviews and any interview arrival instructions for onsite and if google meet do they require the candidates need to have camera on): Google Meet video, duration 30 min. / See annotations.

What s your department s function within the company? Tech support of LAPR Tech



What relationship does this role have to other lines of business within the organization? Tech support of LAPR Tech


What s the structure of your current team and who will your new hire report to? Hiring Manager

Will your new hire have any direct reports? No

What are the main responsibilities that your new hire will have? Tech support of LAPR Tech



What are the top three contributions this new hire will make to the company within their first 90 or 120 days?
Provide courteous and knowledgeable troubleshooting support over the phone and via email.


Maintain a log of customers issues, interactions, and troubleshooting steps in the department ticketing system


Follow the department process, procedure, and metrics for a technical support II technician

What qualifications are must-haves for candidates? (e.g. X technical skills, experience with Y projects, Z certification or license)
2+ years of Networking Experience
2+ years of customer service experience



What would be some nice-to-have skills for candidates and why? (e.g. experience in retail, familiarity with X programming language)


Cellular Network Configuration
POE (Power Over Ethernet)
NetCould
Linux



Is it necessary for candidates to have industry experience for this role? Why or why not? Yes, it is tech support role, experience IS required

What software should your new hire be proficient in?
Service Now
Google Suite
Bomgar
Windows

Job Category:
IT