Job Description
Job Description
Technical Support Technician II
Location: Allen, TX
Pay Rate: $24/hour
Duration: 6–12 Month Contract (Long-Term Opportunity)
Schedule: Full-Time, Monday–Friday
Hours: Coverage between 7:00 AM and 6:00 PM (shift assigned based on business needs)
Position Overview
As a Technical Support Technician II, you will join a team providing remote technical support to customers across the military, public safety, and mission-critical infrastructure sectors. This role combines technical troubleshooting, incident management, customer support, and process improvement to ensure exceptional service delivery.
The ideal candidate is a proactive, customer-focused professional with strong technical expertise, excellent communication skills, and the ability to thrive in a fast-paced support environment.
Training Schedule: First 2 months, Monday–Friday, 7:00 AM–4:00 PM CST.
Key Responsibilities
Customer Support
- Serve as the primary point of contact for customers via phone, email, and other communication channels.
- Respond to incidents in accordance with established service level agreements (SLAs).
- Manage customer interactions with professionalism, transparency, and urgency.
Incident Management
- Troubleshoot and resolve technical issues.
- Escalate incidents that cannot be resolved within established timelines.
- Manage the complete incident lifecycle through resolution and service restoration.
- Assist with root cause analysis and corrective actions.
Documentation & Knowledge Management
- Accurately document troubleshooting steps, resolutions, and triage activities.
- Utilize existing knowledge base articles to resolve known issues.
- Create and maintain knowledge articles for new solutions and processes.
Operational Excellence
- Meet established support metrics and performance goals.
- Maintain data accuracy, security, and operational integrity.
- Stay current on systems, tools, applications, and technologies.
Collaboration
- Build strong relationships with internal and external stakeholders.
- Work effectively across cross-functional teams.
- Participate in ongoing training and professional development.
Continuous Improvement
- Identify opportunities to improve workflows, processes, and customer support experiences.
- Support the adoption of emerging technologies, including AI-powered tools.
- Maintain compliance with security, quality, and operational policies.
Required Qualifications
Experience
- Minimum 3 years of experience in a technical support or related technical role.
- Experience working in a remote technical support environment.
Technical Skills
- Strong networking knowledge, including protocols, infrastructure, and troubleshooting.
- Experience with WAN, LAN, routers, and firewalls.
- Knowledge of VoIP and IP telephony systems.
- Understanding of RF trunking and communication networks.
- Familiarity with mobile radio technologies.
- Working knowledge of Windows and Microsoft Office (or equivalent).
- Understanding of information security best practices.
- Foundational knowledge of ITIL principles.
Professional Skills
- Strong troubleshooting and analytical abilities.
- Excellent verbal, written, and presentation skills.
- High attention to detail.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong organizational and time management skills.
- Ability to work independently with minimal supervision.
Preferred Certifications
- CompTIA Network+ (strongly preferred)
- CompTIA A+
- CompTIA Security+
- AI-related certifications
Note: AI tools are used as part of the daily workflow and their usage is monitored. Candidates must be willing and able to incorporate AI tools into their day-to-day responsibilities.
Education
- Associate degree or equivalent technical education required.
Security & Clearance Requirements
- Ability to obtain and maintain required background clearance.
- Ability to obtain Criminal Justice Information Systems (CJIS) certification.
- U.S. Citizenship required due to potential security clearance requirements.
Company DescriptionWho We Are
SGF Global is an integrated talent solutions provider, offering staffing, recruitment, Employer of Record (EOR), nearshore, and consulting services across a wide range of industries in 35 countries. We're a dynamic, people-first organization where fresh ideas are always welcome. Our culture is built on collaboration, innovation, and a genuine passion for helping people grow. At SGF Global, smiles are part of the dress code, and every voice matters.
Are you looking to join an organization where your ideas are valued, your growth is supported, and your work makes a global impact?
Explore opportunities
Grow your career
Be part of something global
Your future starts here.
Company Description
Who We Are\r\nSGF Global is an integrated talent solutions provider, offering staffing, recruitment, Employer of Record (EOR), nearshore, and consulting services across a wide range of industries in 35 countries. We're a dynamic, people-first organization where fresh ideas are always welcome. Our culture is built on collaboration, innovation, and a genuine passion for helping people grow. At SGF Global, smiles are part of the dress code, and every voice matters.\r\n\r\nAre you looking to join an organization where your ideas are valued, your growth is supported, and your work makes a global impact?\r\n\r\nExplore opportunities\r\nGrow your career\r\nBe part of something global\r\nYour future starts here.