Description:The Tier I Tech Support Representative interacts directly with law enforcement customers, diagnosing and resolving technical issues via:PhoneWebEmailDirect customer interactionThey maintain critical cross-department relationships throughout the problem/resolution cycle and ensure clear communication around outages, escalations, and ticket status.Experience: 4 - 7 years. Responds to inquiriesKey ResponsibilitiesAnswer inbound and make outbound technical support calls (30–40 calls/day)Self-assign and take full ownership of support ticketsDiagnose and resolve hardware/software/network issuesDocument product issues, workarounds, and fixesCommunicate outage notifications and ticket status updates to customersFollow internal escalation proceduresInterface with Tier II support as neededHelp maintain the online Knowledge BaseProvide technical assistance to Regional Sales ManagersParticipate in after-hours support rotationAct as a Customer AdvocateExperience Requirements2–3+ years of IT helpdesk and/or application support experienceExtensive troubleshooting experience across:HardwareSoftwareNetworkingRAID technologies & virtual disk experienceSQL Server queries/updatesWindows Server (2016/2012/2008) + Windows 7/8/10Linux CLI experience (Ubuntu/CentOS preferred)Azure Cloud familiarityActive Directory, DNSRouters, switches, VLANs, VPN, DHCP, TCP/IPWiFi technologiesVirtualization (Hyper-V, VMware)Internet protocols & certificates (HTTPS, SSL/TLS, etc.)PowerShell scriptingAbility to write Knowledge Base articles & FAQsEducation & CertificationsHigh school diploma minimum; IT-related degree preferredPreferred certifications:CompTIA A+MCPMCSECNACCNALinux certificationsSkills - Must have one or both of the following:Linux experienceWindows OS experience + certification (CCNA, MCSE, CompTIA, etc.)Notes:Onsite onlyMon–FriHours vary between 7AM–6PM, working an 8-hour shift (40 hrs/week) 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
Description:The Tier I Tech Support Representative interacts directly with law enforcement customers, diagnosing and resolving technical issues via:PhoneWebEmailDirect customer interaction
They maintain critical cross-department relationships throughout the problem/resolution cycle and ensure clear communication around outages, escalations, and ticket status.Experience: 4 - 7 years. Responds to inquiries
Key ResponsibilitiesAnswer inbound and make outbound technical support calls (30–40 calls/day)Self-assign and take full ownership of support ticketsDiagnose and resolve hardware/software/network issuesDocument product issues, workarounds, and fixesCommunicate outage notifications and ticket status updates to customersFollow internal escalation proceduresInterface with Tier II support as neededHelp maintain the online Knowledge BaseProvide technical assistance to Regional Sales ManagersParticipate in after-hours support rotationAct as a Customer AdvocateExperience Requirements2–3+ years of IT helpdesk and/or application support experienceExtensive troubleshooting experience across:HardwareSoftwareNetworkingRAID technologies & virtual disk experienceSQL Server queries/updatesWindows Server (2016/2012/2008) + Windows 7/8/10Linux CLI experience (Ubuntu/CentOS preferred)Azure Cloud familiarityActive Directory, DNSRouters, switches, VLANs, VPN, DHCP, TCP/IPWiFi technologiesVirtualization (Hyper-V, VMware)Internet protocols & certificates (HTTPS, SSL/TLS, etc.)PowerShell scriptingAbility to write Knowledge Base articles & FAQsEducation & CertificationsHigh school diploma minimum; IT-related degree preferred
Preferred certifications:CompTIA A+MCPMCSECNACCNALinux certificationsSkills - Must have one or both of the following:
Linux experienceWindows OS experience + certification (CCNA, MCSE, CompTIA, etc.)Notes:Onsite onlyMon–FriHours vary between 7AM–6PM, working an 8-hour shift (40 hrs/week)
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Posted (Jan 02, 2026)
Job Description:Technology Support provides in-person assistance to empl...