Synectics
Description :
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. 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. Interact directly with law enforcement personnel and internal teams to resolve complex technical issues via phone, email, and remote access tools. 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 Deliver courteous and knowledgeable tech support via phone/email Accurately log and document all customer interactions and resolutions Adhere to department processes and performance metrics Work Schedule: Monday-Friday, 8-hour shifts between 7:00 AM - 6:00 PM 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 This is a metrics-driven role requiring strong troubleshooting skills, excellent customer service, and the ability to work independently. Preferred Qualifications
Certifications: CompTIA A+, CCNA, MCSE, Linux+ 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) Understands Ping network tool. Able to remotely diagnose issues and resolve
Benefits:
Healthcare Insurance: Synectics offers eligible employees and their dependents healthcare coverage through BlueCross BlueShield of Illinois. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full time employment with Synectics. Premiums are subsidized by Synectics.
Dental Insurance: Synectics offers eligible employees and their dependents a dental plan through MetLife. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full time employment with Synectics.
Vision Insurance : Synectics offers eligible employees vision insurance through VSP. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full time employment with Synectics.401(k) Plan: The Synectics Inc. Investment Savings Retirement Plan. Synectics offers all employees who are 21 years of age or older the opportunity to invest in the 401(k) Plan on the first enrollment date that is at least 30 days after employment begins. Enrollment dates are each January 1st, April 1st, July 1st, and October 1st.
Technical Certification Bonus: Synectics is pleased to award its employees a bonus of up to $500 for an approved professional certification. In determining the bonus amount, Synectics will consider the cost of the test(s) for any certification relating to your current position, achieved during your employment with us. Only one Certification Bonus per calendar year may be awarded per employee. Only current, active employees will be eligible to receive this bonus. It will be awarded 90 days after the Synectics office has received documentation confirming the successful completion of the certification.
Synectics is an equal opportunity employer.
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. 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. Interact directly with law enforcement personnel and internal teams to resolve complex technical issues via phone, email, and remote access tools. 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 Deliver courteous and knowledgeable tech support via phone/email Accurately log and document all customer interactions and resolutions Adhere to department processes and performance metrics Work Schedule: Monday-Friday, 8-hour shifts between 7:00 AM - 6:00 PM 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 This is a metrics-driven role requiring strong troubleshooting skills, excellent customer service, and the ability to work independently. Preferred Qualifications
Certifications: CompTIA A+, CCNA, MCSE, Linux+ 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) Understands Ping network tool. Able to remotely diagnose issues and resolve
Benefits:
Healthcare Insurance: Synectics offers eligible employees and their dependents healthcare coverage through BlueCross BlueShield of Illinois. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full time employment with Synectics. Premiums are subsidized by Synectics.
Dental Insurance: Synectics offers eligible employees and their dependents a dental plan through MetLife. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full time employment with Synectics.
Vision Insurance : Synectics offers eligible employees vision insurance through VSP. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full time employment with Synectics.401(k) Plan: The Synectics Inc. Investment Savings Retirement Plan. Synectics offers all employees who are 21 years of age or older the opportunity to invest in the 401(k) Plan on the first enrollment date that is at least 30 days after employment begins. Enrollment dates are each January 1st, April 1st, July 1st, and October 1st.
Technical Certification Bonus: Synectics is pleased to award its employees a bonus of up to $500 for an approved professional certification. In determining the bonus amount, Synectics will consider the cost of the test(s) for any certification relating to your current position, achieved during your employment with us. Only one Certification Bonus per calendar year may be awarded per employee. Only current, active employees will be eligible to receive this bonus. It will be awarded 90 days after the Synectics office has received documentation confirming the successful completion of the certification.
Synectics is an equal opportunity employer.