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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