Public Safety Technical Operations Center Specialist
Core
Maintain 9-1-1 infrastructure reliability and prevent operational outages by monitoring data communications and network applications for first responders.
Role type
Senior IC IT Service Management Specialist (Public Safety)
Builds
24/7 emergency response communication systems and network availability for NYPD, FDNY, and DCAS
Domain
Public Safety / Emergency Services / IT Operations
Deliverable
infrastructure
Required skills
Incident management, network troubleshooting, account provisioning, SLA monitoring, technical documentation, service desk management, change management, problem resolution, data metrics analysis, vendor coordination
Preferred skills
Tier 2/3 support collaboration, proactive risk anticipation, special project execution
Technologies
Public Safety Remedy, Citrix, 9-1-1 systems, network applications
Responsibilities
Screen and process technical support calls; diagnose and resolve hardware, software, and network issues; monitor and track incident trends for proactive resolution; update policies and procedures for issue identification and correction; coordinate with Tier 2, Tier 3, and vendor support groups; capture data for management metrics on resolution time and costs; perform in-person hands-on support for escalated incidents.
Seniority
Senior, hands-on IC
