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

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