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 Systems Apply Job! For more such jobs please click here!