Description:
Department Overview:
This role supports the Mobile Video Solutions team within the In-Car Dash, Body Camera, and Evidence Management Software Division. The team provides technical support to public safety customers, including law enforcement agencies.
Position Summary:
The Technical Support Specialist II will provide tier II technical support for proprietary software and hardware systems, including in-car dash cams, body-worn cameras, and evidence management platforms. This is a metrics-driven role requiring strong troubleshooting skills, excellent customer service, and the ability to work independently.
You will interact directly with law enforcement personnel and internal teams to resolve complex technical issues via phone, email, and remote access tools.
Key Responsibilities:
Provide remote technical support for proprietary software and hardware systems
Troubleshoot issues related to networking, connectivity, and system configuration
Install, configure, and test systems remotely
Maintain detailed documentation in ServiceNow ticketing system
Train customers on system usage and best practices
Escalate critical issues appropriately and follow department procedures
Participate in on-call rotation and monitor team chat for peer support
Must-Have Qualifications:
High School Diploma or equivalent
3+ years of technical troubleshooting or customer service experience
2+ years of networking experience (TCP/IP, VPN, VLANs, DHCP)
Strong knowledge of Windows OS and networking protocols
Experience with ServiceNow, Google Suite, Bomgar
Preferred Qualifications:
Certifications: CompTIA A+, CCNA, MCSE, Linux+
Experience with:
Linux OS
PowerShell scripting
Virtualization (Hyper-V, VMware)
HTTPS, SSL/TLS protocols
Cellular network configuration, POE, NetCloud
Public safety tech support (body/dash cams, evidence software)
Notes:
100% Onsite
Temp-to-Hire
Work Schedule: Monday–Friday, 8-hour shifts between 7:00 AM – 6:00 PM
VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status