Technical Support Technician

As a Technical Support Specialist, you will join a fast-paced support organization providing frontline technical assistance for mission-critical video, analytics, and evidence management solutions used by law enforcement and public safety customers. You will serve as a key customer advocate while collaborating across internal support, engineering, and operations teams to ensure timely issue resolution and exceptional customer service., As a Technical Support Specialist, you will provide Tier I technical support for video and analytics platforms including:

• In-Car Dash Cameras
• Body Worn Cameras
• Evidence Management Software

You will diagnose and resolve customer-reported issues, manage support tickets end-to-end, coordinate escalations, and contribute to operational excellence through documentation and knowledge sharing.

Core Responsibilities Customer & Technical Support

• Serve as the primary point of contact for customer technical support via phone, email, and web channels
• Handle inbound and outbound support calls (30-40 calls/day)
• Diagnose and resolve hardware, software, networking, and application-related issues
• Act as a customer advocate throughout the support lifecycle
• Provide timely communication regarding outages, escalations, and ticket updates

Incident & Ticket Management

• Self-assign and take ownership of technical support tickets
• Troubleshoot and resolve issues across multiple technologies and environments
• Escalate complex issues following internal support procedures
• Coordinate with Tier II support teams as needed
• Participate in after-hours support rotation

Documentation & Knowledge Management

• Document troubleshooting steps, workarounds, and resolutions accurately
• Contribute to and maintain internal Knowledge Base articles and FAQs
• Ensure clear and detailed ticket documentation for operational continuity

Technical Troubleshooting & Systems Support

• Support and troubleshoot:

• Windows Server (2016/2012/2008)
• Windows 7/8/10
• Linux CLI environments (Ubuntu/CentOS preferred)
• SQL Server queries and updates
• Azure Cloud environments
• Active Directory, DNS, DHCP
• Routers, switches, VLANs, VPNs, TCP/IP
• WiFi technologies
• Virtualization technologies (Hyper-V, VMware)
• RAID technologies & virtual disks
• HTTPS, SSL/TLS certificates and internet protocols

• Utilize PowerShell scripting where applicable

Collaboration & Operational Excellence

• Maintain strong cross-functional relationships throughout issue resolution cycles
• Support Regional Sales Managers with technical assistance as needed
• Collaborate with internal stakeholders to improve support processes and customer experience
• Ensure support standards, response expectations, and operational procedures are consistently followed

We are seeking a proactive, customer-focused technical professional with strong troubleshooting expertise across hardware, software, networking, and server environments, along with the ability to effectively communicate with both technical and non-technical users., * 2-3+ years of IT Helpdesk and/or Application Support experience

• Strong troubleshooting skills across:

• Hardware
• Software
• Networking
• Server environments

• Working knowledge of Windows and Linux operating systems
• Familiarity with networking concepts including routers, switches, VLANs, VPNs, TCP/IP, DNS, and DHCP
• Experience with SQL Server queries and updates
• Understanding of virtualization technologies and cloud environments
• Knowledge of internet protocols, certificates, and security fundamentals

Tools & Technologies

• Windows Server Administration
• Linux CLI (Ubuntu/CentOS preferred)
• Azure Cloud
• Active Directory
• VMware / Hyper-V
• PowerShell
• SQL Server
• RAID Technologies
• Networking & Wireless Technologies

Preferred Certifications

• CompTIA A+
• MCP
• MCSE
• CCNA
• Linux Certifications