About the Role: We are seeking a highly motivated and skilled Technical Support Specialist to join our team. In this role, you will work closely with Law Enforcement customers to ensure a stellar experience with our products and services. You will become an expert on product solutions, available apps, APIs, and roadmap, and collaborate with various teams to triage and prioritize agency change and feature requests. Key Responsibilities: + Lead consultative Solution Audits for prospects, including detailed network analysis, device discovery, and documentation. + Provide frontline email and phone support to customers for complex technical issues. + Research, diagnose, troubleshoot, and identify solutions to resolve device and system issues directly with customers via phone and email. + Follow up with clients to ensure their systems are fully functional after troubleshooting. + Assist the tier 1 support team by answering questions, aiding in troubleshooting efforts, and training. + Log and provide detailed notes on each customer interaction. + Develop knowledgebase articles. + Solve problems effectively in an ever-evolving environment. + Report bugs and trends to the necessary teams. + Participate in an on-call rotation for outages or other critical escalations as needed. + Determine the urgency of issues for each client and their placement in the prioritization of issues for their entire group of assigned clients. + Proactively improve knowledge and develop analytical and technical skills. Top Skills: + Intellectual curiosity, humility, accountability, and a positive approach. + Network and telecommunication-specific professional certifications (e.g., CCNA, CompTIA Network+). + Minimum of 2 years of experience with routing and switching. + Minimum of 2 years of Technical Support experience. + Minimum of 1 year of SaaS experience. + Operational knowledge of virtualization and virtual machines. + Operational knowledge of computer/server hardware, Linux operating systems, and storage devices. + Operational knowledge of redundant storage solutions such as RAID. + Experience using Secure Shell (SSH). + Experience using Splunk, JIRA, and/or Salesforce. + Experience with security camera systems, VMS, DVR, NVR solutions. + Strong interpersonal skills and the ability to work with multiple teams to achieve common objectives. + Ability to work independently with substantial latitude for action and decision while maintaining focus on achieving optimal outcomes as part of a collaborative development effort. + Ability to articulate at a technical level appropriate to the circumstance – i.e., for clients with varying levels of IT knowledge and skillset. + Bachelor’s degree in Information Technology, Computer Information Systems, related field, or equivalent experience or certifications. Pay and Benefits The pay range for this position is $35.00 - $36.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision• Critical Illness, Accident, and Hospital• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available• Life Insurance (Voluntary Life & AD&D for the employee and dependents)• Short and long-term disability• Health Spending Account (HSA)• Transportation benefits• Employee Assistance Program• Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a fully onsite position in Peachtree Corners,GA. Application Deadline This position is anticipated to close on Feb 28, 2025. About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.