technical support specialist ii - San Antonio, United States - Pro-vigil

Description

Job Description

Key Accountabilities:

The Support Technician II is responsible for providing technical support to clients by resolving various customer service issues a day. A commitment to excellent customer service is demonstrated by being purpose driven, providing personalized support and executing with tenacity. You will be empowered to leverage Pro-Vigil's ticketing platform and dashboards to manage your ticket queue and will work in a team environment to enhance your knowledge and that of your teammates. Successful candidates enjoy customer service-oriented support, possess knowledge across a wide range of technical topics, and thrive on finding solutions to technical issues in a fast-paced environment. Must be self-motivated, possess a sense of urgency and demonstrate critical thinking skills.

Technical Knowledge & Skills

This candidate will be expected to diagnose and resolve technical issues across a variety of hardware, software, and networking topics including but not limited to:

• Remote desktop support
• Desktop applications
• Complex LAN/WAN environments
• VPN technologies (L2TP, IPsec, OpenVPN, etc.)
• Network security (Cisco, SonicWall, Cradlepoint, etc.)
• Virtualization technologies (VMWare, Hyper-V, etc.)
• Various operating systems (Linux, MacOS, Windows)
• Audio/Video (Frame rate, Resolution. etc.)
• Security protocols (HTTPS, TLS/SSL, AES, etc.)
• Storage solutions (Synology, Qnap, etc.)
• Network protocols (TCP/IP, DHCP, DNS, etc.)
• Networking and configurations (Switching, routing, firewalls, etc.)
• Scripting knowledge and syntax (PowerShell, Bash, etc.)
• Ticketing Systems (ServiceNOW, Zendesk, Connectwise Manage, Remedy, etc.)

Experience & Education

• 5+ years' experience in a technical support, helpdesk, or network support position.
• Preferred certifications include CompTIA Linux+, Network+, CCNA but are not required.
• Strong technical background with specific knowledge in servers or networking
• Bachelor's Degree preferred, or equivalent combination of education, training, and experience.

Other Expectations

• A general understanding of our industry is preferred.
• A familiarity with IT service delivery management principles, foundation, and concepts is helpful.
• Adherence to all job-related practices, policies, and procedures.
• Constant, quick, and accurate use of a personal computer, automation systems, and office equipment.

Benefits

• 401(k) with matching
• Health, dental, vision, and life Insurance
• Holiday, floating holiday, and paid time off
• Referral program

About Pro-Vigil

Headquartered in San Antonio, Texas, and providing video surveillance services, Pro-Vigil is a premier provider whether your property is a rural construction site or a downtown auto dealership, we provide the security you need with our mobile or permanent remote surveillance solutions. Our primary goal is to provide highly trained virtual guards armed with cutting-edge AI technology to monitor your business with the most advanced security solution on the market. From built-in audiovisual deterrents that stop criminals in their tracks to the best response time in the industry, Pro-Vigil protects your property better than cameras or security guards alone.