Technical Support Technician

Job Summary

To support day-to-day operations, the contract Technical Support Technician will provide remote assistance to customers in military, public safety, and mission-critical sectors, ensuring service excellence while managing incident lifecycles and collaborating with cross-functional teams.

Key responsibilities

• Serve as the primary point of contact for customer support via various communication channels, adhering to service level agreements
• Manage the end-to-end incident lifecycle, including escalation and resolution of technical issues
• Document triage details and create knowledge articles to improve operational efficiency and support processes

Required qualifications

• Associate level or equivalent technical education
• 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 Windows, Office, VoIP, and mobile radio technologies
• Certifications such as Network+, A+, or Security+ are preferred