Technical Support Analyst

What you'll do

• Research, troubleshoot, and resolve critical hardware, software, and IP networking issues via phone and digital channels.
• Provide technical support for Video Management Systems, cameras, servers, and network infrastructures.
• Maintain detailed and concise technical case records within the company's case management systems.
• Manage customer interactions across incoming calls, live chats, emails, and escalated requests.
• Prioritize daily tasks between active inbound channels, existing cases, and high-priority customer needs.
• Explain complex technical solutions clearly to customers with varying levels of technical expertise.
• Stay current on new product lines, video streaming technologies, and network protocols through continuous learning.
• Maintain composure under pressure while providing timely updates during critical incidents.

What we're looking for

• High school diploma and 1+ years of technical support or customer support experience.
• Legal authorization to work in the U.S. indefinitely.
• Ability to obtain background clearance as required by government customers.
• Proficiency in IP networking protocols including routers, firewalls, wireless systems, RTP, TCP/IP, UDP, IGMP, and Multicasting.
• Experience installing, configuring, and troubleshooting operating systems, hardware, and video security systems.
• Ability to document complex technical details clearly in English.
• Industry certifications such as CCNA, CCNP, MCSA, MTA, LFS, MCSE, or CompTIA A+ (preferred).
• Contact center experience in a technical support environment, KCS methodology, or ONVIF profile familiarity (preferred).