> Markdown version of [/jobs/ext/4261107-technical-support-specialist](https://www.wearedevelopers.com/jobs/ext/4261107-technical-support-specialist). 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 Specialist - **Company:** SYNECTICS INC - **Location:** Parker, TX, United States - **Experience:** Experienced - **Salary:** $49,920.0 - **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:** October 1, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=3a406ed5e845bb05 ## About the Role * Associate level or equivalent technical education required * Minimum of 3 years of experience in a technical role * Experience in a remote technical support environment * Self starter who manages priorities with minimal supervision * 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 * 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 plus and preferred most); A+; Security+; AI related certifications * 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 * Must be able to obtain Criminal Justice Information Systems certification (CJIS) * A proactive, driven professional who thrives in fast paced, mission critical environments and is committed to delivering exceptional customer support while continuously improving systems, processes, and technology adoption. * Candidates must have a technical background ## Description * As a Technical Support Technician, you will join a team providing remote support to customers across the military, public safety, and mission critical infrastructure sectors. * Act as a catalyst for high quality, timely service while collaborating with engineering and product teams to drive improvements based on customer feedback. * We are seeking a high energy, forward thinking professional with strong technical expertise and the ability to communicate complex concepts to diverse audiences. * As a Technical Support Technician II, you will perform both technical and administrative responsibilities supporting day to day operations and ensuring service excellence. * Customer Support: 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 * 24/7 operations including shift work and weekends * Hour of operations are 7am to 6pm, shift will be based on business need.