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# Technical Support Technician (Tier 1)

- **Company:** Titan Protection
- **Location:** Overland Park, KS, United States
- **Salary:** $52,000.0
- **Contract:** Permanent contract
- **Skills:** Computer Networks, Modems, Issue Tracking Systems, IP Addressing, Network Monitoring, Network Routers, Low Latency
- **Published:** September 4, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=9eb1ff04eaad877a

## About the Role

* High school diploma or equivalent required
 * Strong customer service and communication skills, both written and verbal
 * Basic understanding of networking concepts (IP addressing, routers/modems, connectivity troubleshooting)
 * Ability to learn and apply troubleshooting procedures for surveillance/camera systems
 * Comfortable working in a fast-paced, ticket-driven support environment
 * Ability to multitask across phone calls, ticketing systems, and documentation
 * Reliable, on-site attendance for scheduled shifts (including Wed-Sun shift where applicable), * CompTIA A+, Network+, or Security+ certification (or actively pursuing)
 * Prior experience in a technical support, help desk, or call center role
 * Familiarity with network monitoring or video management systems (VMS)

## Description

* Serve as the first point of contact for customers reporting issues with network and surveillance services via phone and support ticketing system
 * Diagnose and troubleshoot basic network connectivity issues (e.g., outages, latency, configuration problems)
 * Diagnose and troubleshoot surveillance system issues (e.g., camera offline/connectivity errors, recording/playback issues, remote viewing access)
 * Accurately log all customer interactions, troubleshooting steps, and resolutions in the ticketing system
 * Follow established troubleshooting scripts and knowledge base articles to resolve common issues
 * Escalate complex or unresolved issues to Tier 2/senior technicians with clear documentation
 * Communicate technical information to non-technical customers in a clear, patient, and professional manner
 * Meet individual and team performance metrics (e.g., ticket resolution time, customer satisfaction, call quality)
 * Identify recurring issues and provide feedback to help improve documentation and processes