Public Safety Systems Support Specialist

1 week ago


Chicago, Illinois, United States CEI Full time

SUMMARY:

  • CEIs Fortune 500 Client is a world leading provider of RF Communications Systems utilized by first responders and public safety officers.
  • Pre-budgeted pay rate of $25.00 / HR + Benefits (Medical, Dental, Vision & 410k)
  • Remote position with occasional visits to the Schaumburg Office.
  • 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.
  • Must be local to Schaumburg, IL

RESPONSIBILITIES:

  • Provide mission-critical technical support of Motorola ASTRO systems. Support public safety for commercial and government customers.
  • Maintain consistent communication by phone, email, and ticket update with customers and other 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.

REQUIRED & DESIRED SKILLS:

  • Experience working with Active Directory
  • Working knowledge of Windows/Windows Server OS
  • Working knowledge of Linux/Unix OS
  • Experience with Network Troubleshooting

PREFERRED SKILLS:

  • 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

Company Culture:

We are a global team of driven, dynamic people who inspire and support everyone around us to be the best version of themselves. We embrace a "people first" philosophy – and are committed to creating and maintaining a culture of caring and inclusiveness.

As a trusted technology partner, CEI delivers solutions that help our customers transform their business and achieve meaningful results. From strategy and custom application development through application management - our technology and digital experience services are tailored to meet each unique need of our customers. Our staffing solutions bring specialized skills to complement our customers' workforce and project requirements.



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