Technical Support Specialist II

Description:
Position Description
Department Overview

This 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 ethic

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 (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 Asessment

Skills/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

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

This position is 100% onsite.

Work Schedule: Mon- Fri hours can range from 7a to 6P but will work 8 hours a day 40 hours a week
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

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): Onsite interview

What's your department's function within the company? Tech support of In car Dash and Body Camera and Evidence Management Software.

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

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

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
Linux
Windows OS exp and certification - CCNA, MCSE, COMP TIA (Data network)

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
Experience providing tech support for In car Dash and Body Camera and Evidence Management Software

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

PLEASE NOTE:
All candidates submitted should be able to answer the following prescreen questions- do not submit the candidate if they answer incorrectly.

Questions:

1. In terms of troubleshooting, what is ping and why is it useful?

2. A company calls stating that they are unable to view their internal website. What steps would you take to remotely diagnose this scenario?

Answer Key:

1. Ping is a network tool used to test if a particular host is reachable across an IP network. Ping is commonly used to troubleshoot network connectivity, test network performance, and measure response time between hosts.

2. Verify the issue. Determine which internal website is down. Ask when did it last work. Ask if there had been any changes to the company network during that time. See if you can ping the internal website. Check to see if the internal website works on a different device.

Job Category:
IT