Description
- This Technical Support Specialist II would be supporting our 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.
- 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.
- 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
Basic Requirements:
- High School Diploma or equivalent and 2+ years of Technical Troubleshooting experience and/or 2+ years of customer service experience
- One or more of the following certifications preferred, CompTia A+, MCP, MCSE CNA, CCNA, Linux Certifications.
- 2+ years of Networking Experience Preferred
- 2+ years of customer service experience Preferred
- Multi-task and have excellent time management skills
- Understand the severity of an issue and escalate issues efficiently and appropriately.
- Demonstrated strong work ethic
- 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 providing tech support for In car Dash and Body Camera and Evidence Management Software
- Service Now
- Google Suite
- Bomgar
- Windows
- Linux
- Windows OS exp and certification - CCNA, MCSE, COMP TIA (Data network)
- Cellular Network Configuration
- POE (Power Over Ethernet)
- NetCould
Benefits:
Healthcare Insurance: Synectics offers eligible employees and their dependents healthcare coverage through BlueCross BlueShield of Illinois. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full time employment with Synectics. Premiums are subsidized by Synectics.
Dental Insurance: Synectics offers eligible employees and their dependents a dental plan through MetLife. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full time employment with Synectics.
Vision Insurance : Synectics offers eligible employees vision insurance through VSP. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full time employment with Synectics.401(k) Plan: The Synectics Inc. Investment Savings Retirement Plan. Synectics offers all employees who are 21 years of age or older the opportunity to invest in the 401(k) Plan on the first enrollment date that is at least 30 days after employment begins. Enrollment dates are each January 1st, April 1st, July 1st, and October 1st.
Technical Certification Bonus: Synectics is pleased to award its employees a bonus of up to $500 for an approved professional certification. In determining the bonus amount, Synectics will consider the cost of the test(s) for any certification relating to your current position, achieved during your employment with us. Only one Certification Bonus per calendar year may be awarded per employee. Only current, active employees will be eligible to receive this bonus. It will be awarded 90 days after the Synectics office has received documentation confirming the successful completion of the certification.
Synectics is an equal opportunity employer.