Video Services / Network Support Professional

Ideal Candidate:
A customer-focused technical professional with networking and IP camera experience, strong communication skills, exposure to Genetec or other VMS platforms, and the ability to work independently while supporting customers in a hybrid environment.

Chicago Video Team

The Chicago Video team is responsible for designing, implementing and supporting video solutions across the City of Chicago. Our team works closely with multiple city agencies to define requirements and provide solutions that increase situational awareness for mission critical first responders. The team works on a wide variety of technologies that include IP cameras, video management servers, analytics, networking and access control.

Job Summary

The Genetec Video System Manager (Administrator) will support a massive 7000+ camera system for the Chicago Housing Authority (CHA). The System Manager acts as a single point of contact for the customer to client. The System Manager will manage a program providing a suite of monitoring, maintenance, and update services. This role manages a team of technical resources, onsite and remote technicians, warranty and software support personnel for maintaining the CHA environment. The ultimate goal is to achieve a 96% overall camera uptime, as an aggregate across the system, supporting the camera infrastructure program for the period of February 1, 2027 through July 31, 2029.

Responsibilities

- Act as the single point of contact for the CHA Camera Infrastructure Program.
- Manage a team of Technical Resources, onsite and remote technicians, warranty and software support personnel for maintaining the CHA environment.
- Oversee Service Delivery Management, Availability and Service Metrics, and Performance Management.
- Conduct Quarterly Operational Reviews with Key CHA Stakeholders and client.
- Coordinate Network Event Monitoring, Dispatch Services, Incident Notifications and Case Management.
- Ensure effective execution of field service with onsite support services, fixed equipment hardware repair, and software maintenance and support.
- Manage Onsite Support, Change Management, Technical Support, and Warranty Support for the CHA program.
- Ensure compliance with Service Level Agreements and manage a web-based platform that provides CHA with incident access and resolution using Service NOW.
- Maintain a goal of providing 96% overall camera uptime, as an aggregate across the system, calculated as an aggregate 30-day rolling cycle.
- Collaborate on the Customer Support Plan (CSP) detailing contact information, notification procedures, escalation procedures, and Site IDs for equipment locations.
- Genetec Camera Management and over sight
- Genetec Federation Management for CHA to other Chicago agencies

Preferred Qualifications
Education:
- Bachelor’s Degree in related IT field

Experience:
- Experience with Video Management Systems
- Experience working with fixed and wireless network equipment.
- Experience with network video equipment.
- Proven track record maintaining large-scale environments (multi-server federated architectures, multi-terabyte or petabyte archiver pools, and high-throughput streaming).
- Thorough understanding of IP multicast and unicast protocols, RTSP, RTCP, MTU optimization, QoS prioritization, VLAN tagging, subnetting, routing, and bandwidth throttling across local and wide-area networks.
- Experience negotiating and enforcing Service Level Agreements (SLAs), managing warranty repair pipelines (RMA), and overseeing preventative maintenance contracts.
- Experience utilizing enterprise ticketing systems (e.g., ServiceNow, Jira) to track mean time to resolution (MTTR), document root cause analyses (RCA), and maintain formal change-management controls.
- Hands-on knowledge of SAN, NAS, DAS, and RAID architectures engineered for high-write video surveillance throughput.
- Experience troubleshooting in a technology field.
- Experience with current corporate communication technology (Email, spreadsheet, word processors, presentation tools).
- Ability to translate complex technical issues and uptime metrics into clear executive reports for non-technical stakeholders and client leadership.

Preferred Competencies
- Excellent communication skills both written and verbal.
- Ability to handle multiple tasks and prioritize them accordingly to meet deadlines.
- Ability to troubleshoot complicated issues and document solutions.
- Create reference documentation for process when relevant.
- Attention to detail.
- Work effectively with little supervision individually or as a member of a team.
- Worked with tools used in the telecommunications field.

Education:
Bachelor's Degree in a Technology-Related Field

Level:
Mid-Level

Required Experience:
Networking, IP Cameras, Customer Support, Ticketing Systems

Preferred Technologies:
Genetec, ServiceNow, Microsoft Windows, Microsoft Office, Google Workspace

Must-Have Qualifications
Technical Experience
Network experience
Network/IP camera experience
Direct customer-facing experience
Experience working within a ticketing system (ServiceNow or similar platform)

Software Proficiency
Google Workspace and productivity applications
Microsoft Windows
Microsoft Office Suite
Genetec
ServiceNow (Preferred)

Preferred Qualifications
Nice-to-Have Skills
Excellent written communication skills
Excellent verbal communication skills
Strong organizational skills
Strong customer service skills

Industry Experience

Preferred
Genetec experience

Alternative Experience Accepted
Experience with other Video Management Systems (VMS)
Industry experience is preferred but not mandatory if the candidate possesses comparable VMS experience and strong technical fundamentals.

Working Conditions

- Chicago Onsite.
- Sit for 4 hours or more.
- Use computers extensively for 4 hours or more.
- Operate equipment necessary to perform job.
- Bend, crouch, or stoop.


Notes:

Travel:
Limited Travel, Personal Vehicle Must Be Used

Hybrid
Schedule:
Monday-Friday, 8:00 AM-5:00 PM

This is a contract role with the possibility of conversion to full-time based on business needs and performance