Lakeshore Talent

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Lakeshore Talent is currently seeking Technical Support Specialists for one of their clients, a Technology company located in Allen, Texas. This role would be supporting the In-car Dash and Body Camera and Evidence Management Software Division. Ideal candidates will possess excellent customer service skills and the willingness to learn and be trained and develop key technical skills.

Great opportunity within a stable environment with a "start-up" feel, and collaborative work setting! 

Pay – $20 – $23/hour. This is a contract-to-hire role.

Background check and drug screen (excluding THC) required upon hire**

Core Functions

  • Responsible for diagnosing and resolving customer issues through phone, web, email, and direct customer interaction.
  • Responsible for maintaining critical relationships developed by other departments throughout the problem/resolution cycle.
  • Communicate outages notifications and ticket statuses to customers
  • Communicate actively with other departments detailing specific customer’s 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

Job Requirements

  • 2-3+ years of experience in IT helpdesk and/or application support role.
  • 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 FAQ’s.


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

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