Technical Support Specialist
Our direct client is looking for a Local Technical Support Specialist that lives in Illinois. There is occasional on-site work. The role is primarily remote. This is Position/Client is not open to Subcontracting companies - NO CORP TO CORP... This position is Monday - Friday 8:00 am CST to 5:30 CST... Technical Support Specialist: Maintain consistent communication by phone, email, and ticket update with customers and other Client Solutions teams. Drive incidents to resolution. ? Escalate any incidents that cannot be resolved within specified time frames based on severity and priority of customer issues. ? Collect information and document initial triage and steps taken towards resolution of an incident. ? Implement resolution to known problems through the use of knowledge articles. ? Create knowledge articles for resolution of problems not yet documented in the knowledge database. ? Ensure support and performance metric requirements are met. ? Track and drive all outages/issues through the return to normal services. ? Respond to customer incidents in a timely fashion and in compliance with service level agreements. ? Build strong and effective working relationships with internal and external customers. ? Collaborate across functional lines seamlessly. ? Work to control customer situations, and setting customer expectations appropriately. ? Familiarize and comply with Client quality, security, and operational policies and practices. ? Provide feedback and input to help build processes. Provide guidance and support for continual improvement. ? Responsible for updating and maintaining data used for support. ? Keep up-to-date knowledge of all systems and applications used to perform day-to-day tasks ? Actively participate in all training provided as a self-starter who manages their own priorities and activities with minimal supervision. Required Skills and Experience: Experience working with Active Directory ? Working knowledge of Windows/Windows Server OS ? Working knowledge of Linux/Unix OS ? Experience with Network Troubleshooting ? This position is subject to working in high security areas governed by the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Client Solutions Inc. customers Desired Skills and Experience: Experience working with ASTRO P25 Infrastructure/LMR (Land Mobile Radio) Systems ? Working knowledge of Server Virtualization including VMWare/ESXi ? Working knowledge of McAfee Security Suite ? Experience providing Technical Support via Telephony ? Experience working with Remedy, ServiceNow, or other Ticketing Systemsihire.all Apply Job!