> Markdown version of [/jobs/ext/2071530-technical-support-technician](https://www.wearedevelopers.com/jobs/ext/2071530-technical-support-technician). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Technician - **Company:** SGS Consulting - **Location:** United States - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, VoIP, Cyber Security, Information Systems, Trunking, Knowledge Management, Local Area Networks, Microsoft Office, Operational Data Store, Network Routers, Firewalls (Computer Science) - **Published:** August 15, 2026 - **Apply:** https://www.dice.com/job-detail/253675e0-48ce-4827-be3f-79d029994d2a ## About the Role * Experience in a remote technical support environment * Strong networking knowledge including protocols, infrastructure, and troubleshooting * Familiarity with WAN, LAN, routers, and firewalls * Knowledge of VoIP and IP telephony * RF trunking and communication network knowledge Systems & Tools: * Working knowledge of Windows and Office or equivalent * Familiarity with mobile radio technologies * Understanding of information security best practices * Foundational ITIL knowledge CERTIFICATIONS (PREFERRED): * Network+ * A+ * Security+ * AI related certifications PROFESSIONAL SKILLS: * Strong troubleshooting and analytical abilities * Excellent verbal, written, and presentation skills * High attention to detail * Ability to manage multiple tasks and priorities * Strong time management skills * Ability to work independently with minimal supervision, * Ability to obtain and maintain required background clearance * Must be able to obtain Criminal Justice Information Systems certification (CJIS) * Education - Associate level or equivalent technical education required * Experience - Minimum of 3 years of experience in a technical role ## Description * As a Technical Support Technician II, you will perform both technical and administrative responsibilities supporting day to day operations and ensuring service excellence., * Serve as the primary point of contact via phone, email, and other communication channels * Respond to incidents in compliance with service level agreements * Manage sensitive customer interactions with transparency and professionalism Incident Management: * Escalate incidents that cannot be resolved within defined timelines * Track and drive issues through full resolution and restoration of service * Manage the end-to-end incident lifecycle including root cause identification Documentation & Knowledge Management: * Accurately document triage details and resolution steps * Utilize existing knowledge articles to resolve known issues * Create new knowledge articles for undocumented solutions Operational Excellence: * Ensure support metrics and performance expectations are consistently met * Maintain security and accuracy of operational data * Stay current on systems, tools, and applications * Collaboration Build strong relationships with internal and external stakeholders * Collaborate across cross functional teams * Actively participate in training and development * Continuous Improvement Identify opportunities to improve workflows and support processes * Champion adoption of next generation technologies including AI * Maintain compliance with all corporate security, quality, and operational policies * Work Environment 24/7 operations including shift work and weekends * Self-starter who manages priorities with minimal supervision ## Related Videos - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Getting under the skin: The Social Engineering techniques](https://www.wearedevelopers.com/videos/38-getting-under-the-skin-the-social-engineering-techniques) - [Trunk-Based Development at Scale: Real-World Insights from a High-Traffic Luxury E-Commerce Platform](https://www.wearedevelopers.com/videos/1435-trunk-based-development-at-scale-real-world-insights-from-a-high-traffic-luxury-e-commerce-platform) - [Thinking Differently - How to Make Money from Cyber Attacks & Cheats](https://www.wearedevelopers.com/videos/745-thinking-differently-how-to-make-money-from-cyber-attacks-cheats) - [Cyber Sleuth: Finding Hidden Connections in Cyber Data](https://www.wearedevelopers.com/videos/893-cyber-sleuth-finding-hidden-connections-in-cyber-data) - [Enabling automated 1-click customer deployments with built-in quality and security](https://www.wearedevelopers.com/videos/83-enabling-automated-1-click-customer-deployments-with-built-in-quality-and-security) ## Related Articles - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [IT Salaries in Germany](https://www.wearedevelopers.com/magazine/287-it-salaries-in-germany) - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market)