Technical Support Specialist - Onsite

Title: Technical Support Specialist - Onsite

Mandatory skills:

technical troubleshooting, customer service,
networking, TCP/IP, VPN, VLANs, DHCP,
Windows OS, networking protocols,
ServiceNow, Google Suite, Bomgar,
Linux OS, PowerShell scripting,
Virtualization, Hyper-V, VMware,
HTTPS, SSL, TLS protocols,
Cellular network configuration, POE, NetCloud, networking, connectivity, system configuration,
Public safety tech support, body cams, dash cams, evidence software, Evidence Management Software, evidence management platforms,
remote technical support, software systems, hardware systems, Install, configure, test systems, ServiceNow ticketing system, system usage

Description:

Department Overview:
This role supports the Mobile Video Solutions team within the In-Car Dash, Body Camera, and Evidence Management Software Division. The team provides technical support to public safety customers, including law enforcement agencies.

Position Summary:
The Technical Support Specialist II will provide tier II technical support for proprietary software and hardware systems, including in-car dash cams, body-worn cameras, and evidence management platforms. This is a metrics-driven role requiring strong troubleshooting skills, excellent customer service, and the ability to work independently.
You will interact directly with law enforcement personnel and internal teams to resolve complex technical issues via phone, email, and remote access tools.

Key Responsibilities:
Provide remote technical support for proprietary software and hardware systems
Troubleshoot issues related to networking, connectivity, and system configuration
Install, configure, and test systems remotely
Maintain detailed documentation in ServiceNow ticketing system
Train customers on system usage and best practices
Escalate critical issues appropriately and follow department procedures
Participate in on-call rotation and monitor team chat for peer support

Must-Have Qualifications:
High School Diploma or equivalent
3+ years of technical troubleshooting or customer service experience
2+ years of networking experience (TCP/IP, VPN, VLANs, DHCP)
Strong knowledge of Windows OS and networking protocols
Experience with ServiceNow, Google Suite, Bomgar

Preferred Qualifications:
Certifications: CompTIA A+, CCNA, MCSE, Linux+

Experience with:
Linux OS
PowerShell scripting
Virtualization (Hyper-V, VMware)
HTTPS, SSL/TLS protocols
Cellular network configuration, POE, NetCloud
Public safety tech support (body/dash cams, evidence software

VIVA USA is an equal opportunity employer and is committed to maintaining a professional working environment that is free from discrimination and unlawful harassment. The Management, contractors, and staff of VIVA USA shall respect others without regard to race, sex, religion, age, color, creed, national or ethnic origin, physical, mental or sensory disability, marital status, sexual orientation, or status as a Vietnam-era, recently separated veteran, Active war time or campaign badge veteran, Armed forces service medal veteran, or disabled veteran. Please contact us at for any complaints, comments and suggestions.

Contact Details :

VIVA USA INC.
3601 Algonquin Road, Suite 425
Rolling Meadows, IL 60008