Technical Support Engineer 3- (IT Tribal Solutions)
On-siteDurant, Oklahoma, United States
Job Summary
Manage advanced technical support for mission-critical public safety technology, serving as the service owner for enterprise surveillance, video management, and physical access control services. Maintain the Genetec Security Center environment and its supporting infrastructure, providing advanced troubleshooting across stage, test, and production environments while collaborating with cross-functional resources on project tasks. Build stable relationships with internal stakeholders, including Lighthorse Police, Emergency Services, and Dispatch, to advocate for stakeholder needs and ensure incidents are managed with appropriate urgency. Create and maintain knowledge base articles to aid problem resolution and mentor other technical support roles. Provide operational support for Motorola Flex computer-aided dispatch and related integrations, escalating work to internal IT teams when necessary. Participate in on-call rotations for after-hours support of priority public safety incidents, planned maintenance, and emergency restoration activities.
Required Qualifications
- Bachelor's degree in computer science, equivalent education, or relevant certifications
- Advanced experience administering and troubleshooting enterprise video surveillance, video management, or physical access control systems
- Experience supporting public safety, law enforcement, emergency services, dispatch, critical infrastructure, or another 24x7 mission-critical operating environment
- Experience supporting computer-aided dispatch, emergency communications, or related public safety applications
- Ability to participate in on-call rotations and provide after-hours support for priority public safety incidents, planned maintenance, and emergency restoration activities
- Four years related work experience
Desired Qualifications
- hands-on Genetec Security Center experience
- Master's degree in computer science, equivalent education, or relevant certifications
- Expert-level experience with Genetec Security Center, including archivers, access control hardware, camera infrastructure, and complex integrations
- Genetec technical certifications and relevant manufacturer certifications for surveillance, access control, or public safety applications
- Advanced experience supporting Motorola Flex CAD or comparable CAD, RMS, mobile, dispatch, emergency communications, or law-enforcement technology platforms
- Demonstrated ability to create and maintain technical documentation, architecture diagrams, support procedures, knowledge articles, and accurate ticket records
- Ability to prioritize and execute tasks in a high-pressure environment
- Six years related work experience
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