Description:This Technical Support Specialist II would be supporting our client Mobile Video team providing tech support to In car Dash and Body Camera and Evidence Management Software Division.This position provides excellent customer service to new and existing customers and internal customers by independently troubleshooting, installing, repairing and supporting customers on software and hardware equipment.The Representative will be interacting with police and is responsible for diagnosing and resolving customer issues through phone, web, email, and direct customer interaction.They are also responsible for maintaining critical relationships developed by other departments throughout the problem/resolution cycle.The technician will be taking incoming calls from the support queue related to complex issues. Once the identification of the underlying problem is established, the specialist can begin sorting through the possible solutions available. Your objective is to ensure every client is happy with our services and to ensure that all aspects of installation, service and support are completed properly, timely, and with detailed documentation in the ticketing systems. This is a metrics based support position that interacts with our customers via phone and/or E-mail.Duties and Responsibilities:With remote access to customer systems, Install or troubleshoot the company’s proprietary Software, identify the problematic root cause on hardware equipment such as In car Dash and Body Camera and Evidence Management Software.Ensure timely and accurate set up of all systems.Phone Support during regular business hours and on-call availability during off hours.Monitor Chat sessions to assist other team members.Test systems to ensure they are working correctly.May be required to adjust systems, including software or hardware, to make equipment functional depending upon the environment.Train customers on use of systems including software, hardware and installation.Multi-task and have excellent time management skillsUnderstand the severity of an issue and escalate issues efficiently and appropriately.Demonstrated strong work ethicBasic Requirements:High School Diploma or equivalent and 2+ years of Technical Troubleshooting experience and/or 2+ years of customer service experience2+ years of Networking Experience Preferred2+ years of customer service experience PreferredMust be able to pass on onsite Technical AsessmentSkills/RequirementsStrong working knowledge of Routers, switches, VLANs, VPN, DHCP, TCP/IP.Strong working knowledge of various WIFI technologies and practices.Knowledge of Virtualization platforms; Hyper-V and VMWare a plus.Strong working knowledge of internet protocols and certificates (HTTPS, SSL/TLS, etc.).Experience with writing PowerShell Scripts.One or more of the following certification preferred, CompTia A+, MCP, MCSE CNA, CCNA, Linux Certifications.Work experience in a public safety environment desiredProvide courteous and knowledgeable troubleshooting support over the phone and via email.Maintain a log of customers issues, interactions, and troubleshooting steps in the department ticketing systemFollow the department process, procedure, and metrics for a technical support II technicianMust-haves2+ years of Networking Experience2+ years of customer service experienceLinuxWindows OS exp and certification - CCNA, MCSE, COMP TIA (Data network)Nice-to-have skillsCellular Network ConfigurationPOE (Power Over Ethernet)NetCouldExperience providing tech support for In car Dash and Body Camera and Evidence Management SoftwareWhat software should your new hire be proficient inService NowGoogle SuiteBomgarWindowsNotes:To pass a Criminal Justice Information Services (CJIS) background check, new hires must undergo a fingerprint-based background check at the state level.Must be able to pass a CJIS Background Check for all 50 statesThis position is 100% onsite.Work Schedule: Mon- Fri hours can range from 7a to 6P but will work 8 hours a day 40 hours a weekTemp to hire 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:This Technical Support Specialist II would be supporting our client Mobile Video team providing tech support to In car Dash and Body Camera and Evidence Management Software Division.This position provides excellent customer service to new and existing customers and internal customers by independently troubleshooting, installing, repairing and supporting customers on software and hardware equipment.The Representative will be interacting with police and is responsible for diagnosing and resolving customer issues through phone, web, email, and direct customer interaction.They are also responsible for maintaining critical relationships developed by other departments throughout the problem/resolution cycle.The technician will be taking incoming calls from the support queue related to complex issues. Once the identification of the underlying problem is established, the specialist can begin sorting through the possible solutions available. Your objective is to ensure every client is happy with our services and to ensure that all aspects of installation, service and support are completed properly, timely, and with detailed documentation in the ticketing systems. This is a metrics based support position that interacts with our customers via phone and/or E-mail.Duties and Responsibilities:With remote access to customer systems, Install or troubleshoot the company’s proprietary Software, identify the problematic root cause on hardware equipment such as In car Dash and Body Camera and Evidence Management Software.Ensure timely and accurate set up of all systems.Phone Support during regular business hours and on-call availability during off hours.Monitor Chat sessions to assist other team members.Test systems to ensure they are working correctly.May be required to adjust systems, including software or hardware, to make equipment functional depending upon the environment.Train customers on use of systems including software, hardware and installation.Multi-task and have excellent time management skillsUnderstand the severity of an issue and escalate issues efficiently and appropriately.Demonstrated strong work ethicBasic Requirements:High School Diploma or equivalent and 2+ years of Technical Troubleshooting experience and/or 2+ years of customer service experience2+ years of Networking Experience Preferred2+ years of customer service experience PreferredMust be able to pass on onsite Technical AsessmentSkills/RequirementsStrong working knowledge of Routers, switches, VLANs, VPN, DHCP, TCP/IP.Strong working knowledge of various WIFI technologies and practices.Knowledge of Virtualization platforms; Hyper-V and VMWare a plus.Strong working knowledge of internet protocols and certificates (HTTPS, SSL/TLS, etc.).Experience with writing PowerShell Scripts.One or more of the following certification preferred, CompTia A+, MCP, MCSE CNA, CCNA, Linux Certifications.Work experience in a public safety environment desiredProvide courteous and knowledgeable troubleshooting support over the phone and via email.Maintain a log of customers issues, interactions, and troubleshooting steps in the department ticketing systemFollow the department process, procedure, and metrics for a technical support II technicianMust-haves2+ years of Networking Experience2+ years of customer service experienceLinuxWindows OS exp and certification - CCNA, MCSE, COMP TIA (Data network)Nice-to-have skillsCellular Network ConfigurationPOE (Power Over Ethernet)NetCouldExperience providing tech support for In car Dash and Body Camera and Evidence Management SoftwareWhat software should your new hire be proficient inService NowGoogle SuiteBomgarWindowsNotes:To pass a Criminal Justice Information Services (CJIS) background check, new hires must undergo a fingerprint-based background check at the state level.
Must be able to pass a CJIS Background Check for all 50 states
This position is 100% onsite.
Work Schedule: Mon- Fri hours can range from 7a to 6P but will work 8 hours a day 40 hours a weekTemp to hire
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