Technical Support Specialist

What you'll do

• Resolve complex technical issues related to video management systems, cameras, servers, and IP networks.
• Monitor and evaluate critical system alerts within the Network Operations Center to ensure rapid response.
• Document software, hardware, and network details accurately in the case management platform using KCS principles.
• Provide technical support to customers via phone, live chat, email, and escalated requests.
• Coordinate with Engineering teams to prioritize and resolve high-priority technical cases.
• Provide timely status notifications regarding network operations and maintenance schedules to all stakeholders.
• Mentor colleagues by sharing technical knowledge and internal operational best practices.
• Guide customers toward adopting optimal system configurations and operational best practices.

What we're looking for

• Must be an active US service military member with the ability to gain approval for the DoD SkillBridge program.
• Must be able to obtain background clearance as required by government customers.
• Must be able to pass a stringent fingerprint background check governed by the CJIS Security Policy.
• A Bachelor's degree or equivalent practical experience is valued for this role (preferred).
• Must be able to configure, diagnose, and troubleshoot routers, firewalls, wireless technologies, RTP, TCP/IP, UDP, IGMP, and Multicasting protocols.
• Must be able to install, configure, maintain, and resolve issues across diverse software, server, and hardware platforms.
• Must be able to analyze and support Video Management Systems (VMS), IP cameras, and streaming video standards like ONVIF.
• Must be able to manage case queues and tracking logs using CRM systems.