Technical Support Analyst (Hybrid)
$50,000–$58,000 year
HybridAllen, Texas, United States
Job Summary
Research, troubleshoot, and resolve critical hardware, software, and IP networking issues via phone and digital channels for Video Management Systems, cameras, and servers. Maintain detailed technical case records within case management systems while prioritizing daily tasks across active inbound channels, existing cases, and high-priority customer needs. Apply systematic problem-solving to explain complex solutions to customers of varying technical skill levels, ensuring continuous system performance. Manage composure under pressure during critical incidents while providing timely updates and collaborating with cross-functional teams to drive independent resolution.
Required Qualifications
- High school diploma
- 1+ years of technical support or customer support experience
- Must be able to obtain background clearance as required by government customer
- Legal authorization to work in the U.S. indefinitely
- Employer work permit sponsorship is not available for this position
- Under 10% travel
- Relocation provided none
- IP Networking Protocols to diagnose routers, firewalls, wireless systems, RTP, TCP/IP, UDP, IGMP, and Multicasting
- Operating Systems & Hardware to install, configure, and troubleshoot customer environments
- Video Security Systems to support Video Management Systems, IP cameras, and network servers
- Communication Proficiency to document complex technical details clearly in English
- Systematic Troubleshooting to resolve technical customer challenges efficiently with high quality
- Multitasking & Prioritization to balance live customer interactions, queue management, and shift obligations
- Self-Starter Collaboration to drive resolution independently or work within cross-functional technical teams
- Must be able to obtain background clearance as required by government customer
- Legal authorization to work in the U.S. indefinitely is required
- Employer work permit sponsorship is not available for this position
- Under 10% travel
- Relocation provided none
Desired Qualifications
- Industry certifications such as CCNA, CCNP, MCSA, MTA, LFS, MCSE, or CompTIA A+
- Contact center experience within a dedicated technical support environment
- Experience operating within KCS (Knowledge-Centered Service) Methodology
- Familiarity with ONVIF profiles or related video streaming services
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