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.
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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.
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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.
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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.
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Provide feedback and input to help build processes. Provide guidance and support for continual improvement.
? Responsible for updating and maintaining data used for support.
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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
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Working knowledge of Windows/Windows Server OS
? Working knowledge of Linux/Unix OS
? Experience with Network Troubleshooting
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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
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Experience providing Technical Support via Telephony
? Experience working with Remedy, ServiceNow, or other Ticketing Systemsihire.all

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