Technical Support Job Listing at Kelly Services in Allen, TX (Job ID 9424904)

Description

Technical Support, Allen, Texas (ONSITE)

Kelly Services is seeking a for one of our top clients.

Length: 6 Months—possible extension or hire after 3 to 6 months
Type: Contract W2
Pay Rate: $negotiable/hr. (W2)
Schedule: Mon- Fri hours can range from 7a to 6P but will work 8 hours a day 40 hours a week
Interview Process: 2- 1st interview in person onsite, 2nd interview will be virtual thru Google meet. Please see annotations for additional notes.

Company Overview

At WatchGuard, Motorola Solutions company, we create technologies our customers refer to as their lifeline. Our technology platforms in communications, software, video and services help our customers work safely and more efficiently. Whether it's helping firefighters see through smoke, enabling police officers to see around street corners, or reliably keeping the lights on in homes and businesses around the world, our work supports those who put their lives on the line to keep us safe. Bring your passion, potential and talents to Motorola Solutions, and help us usher in a new era in public safety and security.

Department Overview

This Tier I Technical Support Representative would be supporting our MSI Video & Analytics team providing tech support to In car Dash and Body Camera and Evidence Management Software Division.

Job Description
 

• Interacting with police and is responsible for diagnosing and resolving customer issues through phone, web, email, and direct customer interaction.
• Maintaining critical relationships developed by other departments throughout the problem/resolution cycle.
• Communicate outages notifications and ticket statuses to customers
• Communicate actively with other departments detailing specific customer's issues.
• Answer Inbound and make Outbound Technical Support Calls (about 30 to 40 calls/day)
• Self-assign and take ownership of tickets from queue
• Accurately document product issues and convey workarounds and fixes to customers.
• Follow procedures for internal escalation of issues to the appropriate internal teams.
• Track and resolve issues
• Interface with Tier 2 on customer issues and comments
• Help Maintain online Knowledge Base
• Provide Technical Assistance to Regional Sales Managers daily
• Answer after hours calls from customers
• Customer Advocate

Experience Requirements

• 2-3+ years of experience in IT helpdesk and/or application support role.
• Extensive Hardware, Software and Networking troubleshooting.
• Experience with RAID technologies and Virtual Disks.
• Experience with SQL Server queries and updates.
• Strong working knowledge of Windows Server 2016, 2012, 2008; Windows 7, 8, 10.
• Strong working CLI experience with various Linux distributions (Ubuntu/CentOS preferred).
• Familiarity working with Azure Cloud and containers.
• Strong working knowledge of Active Directory, DNS.
• Strong working knowledge of Routers, switches, VLANs, VPN, DHCP, TCP/IP.
• Strong working knowledge of various WIFI technologies and practices.
• Knowledge of Virtualization platforms; Hyper-V and VMWare a plus.
• Strong working knowledge of internet protocols and certificates (HTTPS, SSL/TLS, etc.).
• Experience with writing PowerShell Scripts.
• Experience writing user friendly Knowledge Base Articles and FAQ's.
• Linux AND/OR Windows OS exp and certification - CCNA, MCSE, COMP TIA (Data network)

Education Requirements

• One or more of the following certification preferred, CompTIA A+, MCP, MCSE CNA, CCNA, Linux Certifications.
• Minimum High School degree. Information Technology College degree preferred
• Previous technical support/engineering/troubleshooting experience

As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.

Why Kelly® Technology?

Looking to put your tech expertise to work on today's most intriguing, innovative, and high-visibility projects? By partnering with Kelly Technology, you'll gain direct connections to top companies around the globe. Our team creates expert talent solutions to solve the world's most critical challenges. In a world where change is the only constant, our extensive network of industry relationships and IT market expertise help you take your skills exactly where you want to go. We're here to help you gain experience, make an impact, and grow your tech career.

About Kelly

Work changes everything. And at Kelly, we're obsessed with where it can take you. To us, it's about more than simply accepting your next job opportunity. It's the fuel that powers every next step of your life. It's the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life—just ask the 300,000 people we employ each year.

Kelly Services is proud to be an Equal Employment Opportunity and Affirmative Action employer. We welcome, value, and embrace diversity at all levels and are committed to building a team that is inclusive of a variety of backgrounds, communities, perspectives, and abilities. At Kelly, we believe that the more inclusive we are, the better services we can provide. Requests for accommodation related to our application process can be directed to Kelly's Human Resource Knowledge Center. Kelly complies with the requirements of California's state and local Fair Chance laws. A conviction does not automatically bar individuals from employment.

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