Technical Support Specialist

Description:

The ALPR Technical Engineer (Technical Support Specialist II) provides customer support for proprietary software and hardware equipment including laptops, servers, and LPR camera systems. The role involves troubleshooting, installation, repair, and support via phone and email with detailed documentation in ticketing systems. This is a metrics-driven support role requiring excellent communication, problem-solving, and multi-tasking skills.

Key Responsibilities:

• Troubleshoot software and hardware issues remotely on systems like laptops, servers, and IP cameras.

• Provide courteous, knowledgeable phone and email support to customers.

• Ensure timely and accurate setup and installation of systems.

• Provide phone support during regular business hours and be available on-call after hours.

• Monitor chat sessions to assist team members.

• Test systems to confirm proper functionality.

• Adjust software or hardware as necessary to resolve problems in various environments.

• Follow departmental processes, procedures, and metrics.

• Maintain detailed logs of customer issues and troubleshooting in ticketing system.

• Train customers on system usage, software, hardware, and installation processes.

• Efficiently escalate issues based on severity.

• Attend initial one-week on-site training in Fort Worth, TX.

Basic Requirements:

• High School Diploma or equivalent.

• Minimum 2 years technical troubleshooting experience and/or 2 years customer service experience.

• Ability to pass a CJIS Background Check for all 50 states.

• Must be able to obtain background clearance for government customers.

• Preferred: 2+ years networking experience and public safety environment work experience.