Technical Support Specialist I

Department Overview

This Tier I Technical Support Representative would be supporting our MSI Video & Analytics team providing tech support to In car Dash and Body Camera and Evidence Management Software Division.

Job Description

The Representative will be interacting with police and is responsible for diagnosing and resolving customer issues through phone, web, email, and direct customer interaction.

They are also responsible for maintaining critical relationships developed by other departments throughout the problem/resolution cycle.

Communicate outages notifications and ticket statuses to customers

Additionally, they will communicate actively with other departments detailing specific customers issues.

Answer Inbound and make Outbound Technical Support Calls (about 30 to 40 calls/day)

Self-assign and take ownership of tickets from queue

Accurately document product issues and convey workarounds and fixes to customers.

Follow procedures for internal escalation of issues to the appropriate internal teams.

Track and resolve issues Interface with Tier 2 on customer issues and comments Help Maintain online Knowledge Base Provide Technical Assistance to Regional Sales Managers daily Answer after hours calls from customers

Customer Advocate Experience Requirements 2-3 years of experience in IT helpdesk and/or application support role. Extensive Hardware, Software and Networking troubleshooting. Experience with RAID technologies and Virtual Disks. Experience with SQL Server queries and updates. Strong working knowledge of Windows Server 2016, 2012, 2008; Windows 7, 8, 10. Strong working CLI experience with various Linux distributions (Ubuntu/CentOS preferred). Familiarity working with Azure Cloud and containers. Strong working knowledge of Active Directory, DNS. Strong working knowledge of Routers, switches, VLANs, VPN, DHCP, TCP/IP. Strong working knowledge of various WIFI technologies and practices. Knowledge of Virtualization platforms; Hyper-V and VMWare a plus. Strong working knowledge of internet protocols and certificates (HTTPS, SSL/TLS, etc.). Experience with writing PowerShell Scripts. Experience writing user friendly Knowledge Base Articles and FAQs.

Education Requirements

• One or more of the following certification preferred, CompTia A , MCP, MCSE CNA, CCNA, Linux Certifications.

Minimum High School degree. Information Technology College degree preferred Previous technical support/engineering/troubleshooting experience

Job Types: Full-time, Contract

Pay: $24.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Work Location: One location