Technical Support Technician

Job Summary

To support a team providing remote assistance to customers in military and public safety sectors, the contract Technical Support Technician will manage incident resolution, maintain documentation, and collaborate with cross-functional teams to enhance service quality.

Key responsibilities

• Serve as the primary point of contact for customer support via various communication channels
• Manage the end-to-end incident lifecycle, ensuring compliance with service level agreements
• Document triage details and create knowledge articles for both known and undocumented issues

Required qualifications

• Associate level or equivalent technical education required
• Minimum of 3 years of experience in a technical role, preferably in a remote support environment
• Strong networking knowledge, including protocols, infrastructure, and troubleshooting
• Familiarity with VoIP, IP telephony, and mobile radio technologies
• Foundational ITIL knowledge and relevant certifications such as Network+, A+, or Security+ are preferred