Technical Support Engineer

Job description
Job Description

Support law enforcement agencies by delivering exceptional service and technical expertise for Fusus products and services. As a Technical Support Specialist, you’ll be the go-to resource for resolving complex issues and ensuring a seamless customer experience.
Key Responsibilities
• Serve as a trusted advisor to law enforcement clients, ensuring a high-quality experience with Fusus solutions.
• Develop deep expertise in the Fusus platform, including applications, APIs, and product roadmap.
• Collaborate with internal teams to triage and prioritize customer requests and feature enhancements.
• Conduct consultative solution audits, including network analysis, device discovery, and documentation.
• Provide Tier 2 support via email, phone, and chat for complex technical issues.
• Diagnose, troubleshoot, and resolve device and system issues directly with customers.
• Follow up to confirm full system functionality after troubleshooting.
• Mentor Tier 1 support staff by assisting with questions, troubleshooting, and training.
• Maintain detailed logs of customer interactions and resolutions.
• Create and maintain knowledge base articles.
• Identify and report bugs and trends to relevant teams.
• Participate in an on-call rotation for critical escalations and outages.
• Assess issue urgency and prioritize support based on client impact.
• Continuously improve technical and analytical skills through proactive learning.
Required Skills
• Technical Support
• Customer Service
• Troubleshooting
• Networking (Routing & Switching)
• Single Sign-On (SSO)
• Video Systems
Preferred Skills
• Database Management
• Video Technology
• SSO Integration
Performance Metrics
• Volume-based and response-time KPIs
• Call and ticket resolution efficiency
• Customer satisfaction surveys
Communication Channels
• Support provided via Chat, Email, and Phone
Experience Level
• Entry Level

#westpriority25

Pay and Benefits

The pay range for this position is $35.00 - $36.00/hr.

Eligibility requirements apply to some benefits and may depend on your job
classification and length of employment. Benefits are subject to change and may be
subject to specific elections, plan, or program terms. If eligible, the benefits
available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully onsite position in Norcross,GA.

Application Deadline

This position is anticipated to close on Aug 1, 2025.

h4>About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, ****** orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, ****** orientation, gender identity, genetic information or any characteristic protected by law.

United States
Georgia
Norcross Show on map Get directions