Technical Support Technician

Job Description

Description:

Technical Support Technician II

Department Overview
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.

Role Summary
As a Technical Support Technician II, you will perform both technical and administrative responsibilities supporting day to day operations and ensuring service excellence.

Core Responsibilities
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

Operational Excellence
Ensure support metrics and performance expectations are consistently met
Maintain security and accuracy of operational data
Stay current on systems, tools, and applications

Collaboration
Build strong relationships with internal and external stakeholders
Collaborate across cross functional teams
Actively participate in training and development

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

Work Environment
24/7 operations including shift work and weekends
Self starter who manages priorities with minimal supervision

Required Knowledge and Skills
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

Systems & Tools
Working knowledge of Windows and Office or equivalent

Familiarity with mobile radio technologies
Understanding of information security best practices
Foundational ITIL knowledge

Certifications (Preferred)

Network+
A+
Security+
AI related certifications

Professional Skills
Strong troubleshooting and analytical abilities
Excellent verbal, written, and presentation skills
High attention to detail
Ability to manage multiple tasks and priorities
Strong time management skills
Ability to work independently with minimal supervision

Basic Requirements
Security Clearance
Ability to obtain and maintain required background clearance
Must be able to obtain Criminal Justice Information Systems certification (CJIS)

Education
Associate level or equivalent technical education required

Experience
Minimum of 3 years of experience in a technical role

Notes:

This position supports 24/7 operations, training is 2 months 7am to 4pm CST.
Hour of operations are 7am to 6pm, shift will be based on business need.

VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status