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Technical Support Technician
Job in
Allen, Collin County, Texas, 75013, USA
Listed on 2026-05-30
Listing for:
ALOIS Solutions
Full Time
position Listed on 2026-05-30
Job specializations:
-
IT/Tech
IT Support, Technical Support
Job Description & How to Apply Below
- As a Technical Support Technician, you will join a team providing remote support to customers across the military, public safety, and mission-critical infrastructure sectors.
- You will act as a catalyst for high-quality, timely service while collaborating with engineering and product teams to drive improvements based on customer feedback.
- We are seeking a high-energy, forward-thinking professional with strong technical expertise and the ability to communicate complex concepts to diverse audiences.
- As a Technical Support Technician II, you will perform both technical and administrative responsibilities supporting day-to-day operations and ensuring service excellence.
- Customer Support – Serve as the primary point of contact via phone, email, and other communication channels
- Respond to incidents in compliance with service level agreements.
- Manage sensitive customer interactions with transparency and professionalism
- Incident Management – Escalate incidents that cannot be resolved within defined timelines
- Track and drive issues through full resolution and restoration of service
- Manage the end to end incident lifecycle including root cause identification
- Documentation & Knowledge Management – Accurately document triage details and resolution steps.
- Utilize existing knowledge articles to resolve known issues.
- Create new knowledge articles for undocumented solutions.
- Continuous Improvement – Identify opportunities to improve workflows and support processes.
- Champion adoption of next generation technologies including AI
- Maintain compliance with all corporate security, quality, and operational policies
- 24/7 operations including shift work and weekends
- Self-starter who manages priorities with minimal supervision
- Technical Expertise
- Experience in a remote technical support environment
- Strong networking knowledge including protocols, infrastructure, and troubleshooting
- Familiarity with WAN, LAN, routers, and firewalls
- Knowledge of VoIP and IP telephony
- RF trunking and communication network knowledge
- Working knowledge of Windows and Office or equivalent
- Familiarity with mobile radio technologies
- Understanding of information security best practices
- Foundational ITIL knowledge
- Network+
- A+
- Security+
- AI related certifications
- Strong troubleshooting and analytical abilities
- Excellent verbal, written, and presentation skills
- Ability to work independently with minimal supervision
- Associate level or equivalent technical education required
- Minimum of 3 years of experience in a technical role
- Must be legally authorized to work in the United States indefinitely without Employer sponsorship.
- A proactive, driven professional who thrives in fast paced, mission critical environments and is committed to delivering exceptional customer support while continuously improving systems, processes, and technology adoption.
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