SGF Global · 22 hours ago
Technical Support Specialist - II
Allen, TX
Full-time
Onsite
Mid Level
$29.63/hr - $29.63/hr
4+ years expSGF Global is seeking a highly skilled Technical Support Specialist II to join the Video & Analytics support team. This Tier I role provides frontline technical support for in-car dash cameras and evidence management software, primarily working with law enforcement customers.
ConsultingLegalHuman ResourcesInformation TechnologyStaffing Agency
No H1B
U.S. Citizen Only
Responsibilities
Handle 30–40 inbound and outbound technical support calls per day
Self‑assign tickets and take full ownership through resolution
Diagnose and resolve hardware, software, and network‑related issues
Document issues, workarounds, and resolutions clearly within internal systems
Communicate outage notifications, ticket updates, and resolution status to customers
Follow escalation procedures and collaborate closely with Tier II support teams
Contribute to the internal Knowledge Base by creating technical articles and FAQs
Provide technical assistance to Regional Sales Managers as needed
Participate in an after‑hours on‑call rotation
Serve as a customer advocate throughout the support process
Qualification
Required
Must pass a CJIS background check
4–7 years of experience
2–3+ years of IT helpdesk or application support experience
Strong troubleshooting experience in hardware, software, and networking
Ability to write Knowledge Base articles and internal documentation
High School Diploma required
Technical support: 4 years (Required)
IT support: 2 years (Required)
Location: Allen, TX 75002 (Required)
Work Location: In person
Preferred
IT‑related degree preferred
CompTIA A+ certification
MCP certification
MCSE certification
CNA certification
CCNA certification
Linux certifications
Knowledge and experience with RAID technologies and virtual disk management
Knowledge and experience with SQL Server queries and updates
Knowledge and experience with Windows Server (2008/2012/2016) and Windows 7/8/10
Knowledge and experience with Linux command‑line tools (Ubuntu or CentOS preferred)
Knowledge and experience with Azure cloud fundamentals
Knowledge and experience with Active Directory and DNS
Knowledge and experience with Routers, switches, VLANs, VPN, DHCP, TCP/IP
Knowledge and experience with Wi‑Fi technologies
Knowledge and experience with Hyper‑V or VMware virtualization
Knowledge and experience with HTTPS, SSL/TLS, and related internet protocols
Knowledge and experience with PowerShell scripting
Company
SGF Global
SGF Global is a staffing and recruiting company providing payroll, training, managed services, and recruitment solutions.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Mauricio Sion
Director
Company data provided by crunchbase