Technical Support Specialist – Tier II

Position Overview:

Hypori is seeking a driven and skilled Technical Support Specialist - Tier II to join our team. This role involves providing fast and effective support to customers, responding to queries through the customer support system via phone, email, or chat, diagnosing issues, implementing solutions, and assisting with basic end user training. Technical Support Specialists will contribute to the creation of knowledge articles, training manuals, and customer-facing materials, draft customer communication and provide support through various channels.

To ensure success in this role, you must have advanced knowledge of computer software and hardware systems, excellent diagnostic skills, high-level communication skills, and a solid understanding of Android, Azure, and AWS (Amazon Web Services) platforms. This position also requires DoD Top Secret Security Clearance or higher.

Responsibilities:

• Respond to client support queries and provide prompt support through various communication channels (email, phone, or chat).
• Diagnose issues with computer software and hardware.
• Use software diagnostic tools to identify problems.
• Guide clients through basic troubleshooting and problem-solving processes.
• Provide basic end user training.
• Create knowledge articles, training manuals, and customer-facing materials.
• Draft written customer communication and respond to internal support channels.
• Complete support tickets.
• Participate in an On Call Rotation and potentially work various shifts and weekends.
• Make recommendations to improve operational efficiency.

Qualifications:

• Must possess a DoD Top Secret Security Clearance or higher
• Must be eligible to obtain a DoD Security Clearance with a Single Scope Background Investigation.
• Must have an Information Assurance Technical (IAT) Level 2 (i.e., CCNA Security, CySA+, GICSP, GSEC, Security+, CND, SSCP) certification or higher.
• Bachelor’s degree in computer science, information technology, or a related field, or an equivalent combination of education and experience.
• Strong knowledge of computer office applications and operating systems, with a preference for Linux, Android, and cloud solutions.
• Command-Line ability, including familiarity with pipes, redirects, regular expressions, and basic shell scripting for task automation.
• File System Management: the ability to create, change, and delete files and directories, understand Linux file permissions and ownership, and navigate the file system efficiently.
• User and Group Management: create and manage user accounts, assign user groups, manage permissions, and set up and use elevated privileges.
• Excellent analytical, troubleshooting, and deductive reasoning skills, with the ability to troubleshoot complex hardware and software issues.
• Advanced knowledge of help desk software and remote-access systems.
• Excellent communication and organizational skills, with the ability to work in a busy environment and meet goals.
• Strong ownership and bias for action.

Preferred Qualifications:

• Secret or higher security clearance.
• 3+ years of experience working as a Technical Support Specialist.
• Experience working in a SaaS environment and knowledge of MDM (Mobile Device Management).
• Ability to work effectively with cross-functional teams, including engineers and project managers, and independently.

Pay Range:

$65,000 - $90,000 USD