Support Technician II
About Pro-Vigil
Headquartered in San Antonio, Texas, and providing video surveillance services, Pro-Vigil is a premier provider whether your property is a rural construction site or a downtown auto dealership, we provide the security you need with our mobile or permanent remote surveillance solutions.
Our primary goal is to provide highly trained virtual guards armed with cutting-edge AI technology to monitor your business with the most advanced security solution on the market.
From built-in audiovisual deterrents that stop criminals in their tracks to the best response time in the industry, Pro-Vigil protects your property better than cameras or security guards alone.
The Support Technician II is responsible for providing technical support to clients by resolving various customer service issues a day.
A commitment to excellent customer service is demonstrated by being purpose driven, providing personalized support and executing with tenacity.
You will be empowered to leverage Pro-Vigil’s ticketing platform and dashboards to manage your ticket queue and will work in a team environment to enhance your knowledge and that of your teammates.
Successful candidates enjoy customer service-oriented support, possess knowledge across a wide range of technical topics, and thrive on finding solutions to technical issues in a fast-paced environment.
Must be self-motivated, possess a sense of urgency and demonstrate critical thinking skills.
Technical Knowledge & Skills
This candidate will be expected to diagnose and resolve technical issues across a variety of hardware, software, and networking topics including but not limited to :
- Remote desktop support
- Desktop applications
- Complex LAN / WAN environments
- VPN technologies (L2TP, IPsec, OpenVPN, etc.)
- Network security (Cisco, SonicWall, Cradlepoint, etc.)
- Virtualization technologies (VMWare, Hyper-V, etc.)
- Various operating systems (Linux, MacOS, Windows)
- Audio / Video (Frame rate, Resolution. etc.)
- Security protocols (HTTPS, TLS / SSL, AES, etc.)
- Storage solutions (Synology, Qnap, etc.)
- Network protocols (TCP / IP, DHCP, DNS, etc.)
- Networking and configurations (Switching, routing, firewalls, etc.)
- Scripting knowledge and syntax (PowerShell, Bash, etc.)
- Ticketing Systems (ServiceNOW, Zendesk, Connectwise Manage, Remedy, etc.)
Experience & Education
- 5+ years’ experience in a technical support, helpdesk, or network support position.
- Preferred certifications include CompTIA Linux+, Network+, CCNA but are not required.
- Strong technical background with specific knowledge in servers or networking
- Bachelor’s Degree preferred, or equivalent combination of education, training, and experience.
Other Expectations
- A general understanding of our industry is preferred.
- A familiarity with IT service delivery management principles, foundation, and concepts is helpful.
- Adherence to all job-related practices, policies, and procedures.
- Constant, quick, and accurate use of a personal computer, automation systems, and office equipment.
Benefits
- 401(k) with matching
- Health, dental, vision, and life Insurance
- Holiday, floating holiday, and paid time off
- Referral program
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